Customer Service Representative

BA Communication Services is looking for a dedicated Customer Service Representative to join a dynamic and vibrant team. This role requires a professional with excellent communication skills, strong problem-solving abilities, and effective multitasking capabilities to deliver exceptional customer support across phone, email, and live chat channels. The successful candidate actively listens to customer needs, possesses comprehensive product knowledge, and resolves inquiries efficiently to ensure a high level of customer satisfaction. In addition to being a frontline support representative, this position involves managing a team of 50 customer service representatives. The role demands leadership skills to foster a positive, collaborative, and accountable work environment that encourages professional growth. The ideal candidate leads through coaching and performance management, leverages scheduling tools, workflow automation, and call center technology to enhance operational efficiency, and participates in continuous quality assurance and improvement initiatives aligned with BA Communication Services' strategic objectives.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, applying active listening and conflict resolution techniques to maintain high customer satisfaction levels.
Maintain accurate and detailed records of customer interactions in customer relationship management and ticketing systems to ensure efficient follow-up and resolution of issues.
Lead and manage a team of 50 customer service representatives, cultivating an inclusive, supportive workplace that promotes teamwork, accountability, and continuous professional development.
Continuously update and deepen product knowledge to provide accurate, personalized support tailored to customer needs.
Handle multiple customer interactions simultaneously by effectively prioritizing tasks to deliver timely, high-quality responses with great attention to detail.
Collaborate with internal departments to escalate and resolve complex customer issues, thereby enhancing overall customer experience and improving operational processes.
Conduct regular performance evaluations for team members, offering constructive feedback and identifying opportunities for skills enhancement and career progression.
Design, implement, and deliver customized training programs that build team competencies, reinforce company policies, and uphold excellent customer service standards.
Utilize call center technology, workflow automation tools, and scheduling software to optimize service processes, reduce customer wait times, and streamline delivery.
Participate actively in quality assurance and continuous improvement initiatives to elevate both individual and team performance in alignment with corporate goals and customer satisfaction targets.