Sr. Customer Service Representative

Senior Customer Service Representative

We are looking for a top notch, professional Sr. Customer Service Representative to join the team on a contract to hire basis. This role involves providing support through phone and email communication for a website and related services, handling order fulfillment, managing customer data, and offering assistance with events such as conferences and trainings. The position requires both technical knowledge and strong interpersonal skills to effectively address customer needs, foster positive relationships, and ensure satisfaction.

Customer Service: Act as the first point of contact for customers via phone, email, or in-person interactions, resolving issues or escalating concerns as needed. Develop a thorough understanding of the organization's website, services, and processes. Monitor customer accounts and take necessary actions proactively. Deliver exceptional customer service to maintain positive client relationships. Utilize software tools such as MS Outlook 365, Zoom Phones, Zoom Meetings, and Zoom Contact Center to manage customer requests. Collect customer feedback and report key insights to leadership for improving services. Exhibit empathy and active listening in interpreting customer needs. Provide guidance to customers regarding products and services that may benefit them. Stay updated on system, product, and service advancements or upgrades. Train and onboard new customer service representatives.

Orders and Shipments: Handle order processing, generate shipping labels, and ensure timely package preparation. Create and maintain accurate shipment documentation, including invoices and customs paperwork. Track inventory levels to ensure product availability for shipping. Perform inventory stocking and assembly of paper-based products for shipping purposes. Address customer inquiries regarding shipments, products, or services promptly.

Additional Responsibilities: Assist in creating instructional materials for customers. Participate in special projects as assigned. Collaborate effectively within a team-oriented environment.

Requirements: Proven ability to manage inbound and outbound calls proficiently at a senior level. Strong customer service experience in a call center environment. High attention to detail and accuracy in data entry tasks. Effective management of professional email and text communication. Problem-solving capabilities with a proactive approach. Active listening and effective questioning for customer understanding. Courteous and professional demeanor across communication methods. Competency with basic computer software and learning new systems. Proficiency in Microsoft Office and internet browsers. Ability to multitask and remain calm in high-pressure situations. Capacity to work with challenging customers and handle stressful scenarios positively. Fast and accurate typing abilities while communicating over calls. Education and experience: High school diploma or equivalent required; further education preferred. Minimum of one year of experience in customer service or support roles. Proficiency in English (written and verbal); bilingual skills are a plus but not mandatory.

This role is onsite 5 days/week in Omaha. After training is complete, there is an option to work from home 1 day/week.