BA Communication Services is looking for a dedicated Customer Service Representative with at least 2 years of experience. This role focuses on delivering exceptional customer support through multiple communication channels such as phone, email, and live chat. The ideal candidate demonstrates excellent communication skills, problem-solving ability, and multitasking proficiency. They actively listen, resolve inquiries efficiently, and maintain deep product knowledge to enhance customer satisfaction. This position also involves managing a team of 50 customer service representatives, fostering a collaborative and accountable work environment that supports professional growth. The successful candidate leads by example, coaching team members, using scheduling and call center technologies to boost operational efficiency, and engaging in continuous improvement efforts. They ensure high service quality by designing training programs, conducting performance evaluations, and collaborating with other departments to resolve complex customer concerns. This role is key to driving the customer experience in alignment with BA Communication Services strategic goals.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat using active listening and conflict resolution techniques to ensure customer satisfaction.
Maintain detailed and accurate records of all customer interactions utilizing customer relationship management and ticketing systems for efficient issue tracking and resolution.
Lead, manage, and coach a team of 50 customer service representatives, creating an inclusive environment that promotes collaboration, accountability, and professional growth.
Keep product and service knowledge up to date to provide accurate, tailored support for diverse customer needs.
Handle multiple customer interactions simultaneously with attention to detail and prioritize tasks to ensure timely, high-quality service delivery.
Collaborate with internal departments to escalate and resolve complex customer issues quickly, improving the overall customer experience.
Conduct performance evaluations for team members, deliver constructive feedback, and identify training and development opportunities.
Design and implement comprehensive training programs that reinforce company policies and enhance team competencies to uphold customer service standards.
Utilize call center technology, workflow automation, and scheduling tools to optimize operational workflows, reduce customer wait times, and enhance service efficiency.
Participate actively in quality assurance and continuous improvement initiatives to boost individual and team performance aligned with company objectives.