Customer Services Representative

AA Tracker is seeking a dedicated Customer Services Representative to join and lead a team of six individuals in delivering outstanding customer support. This role requires managing customer interactions effectively while ensuring the timely resolution of inquiries and issues. The ideal candidate is proactive in communication, skilled in using Salesforce tools, and experienced in maintaining high service standards through effective escalation and workflow management. With a minimum of one year of experience, the candidate will contribute to creating exceptional customer experiences by leveraging knowledge-based resources and adhering to service level agreements.
Responsibilities
Lead and supervise a team of six customer service representatives to ensure high-quality performance and continuous improvement.

Manage customer communication across various channels, providing clear, empathetic, and timely responses to inquiries and complaints. Resolve issues efficiently by understanding customer needs and utilizing available resources effectively.

Implement and monitor escalation management workflows to handle complex customer problems and ensure swift resolution in line with company policies.

Oversee SLA-based ticket resolution using Salesforce Service Cloud, ensuring tickets are processed within the stipulated timeframes to maintain service quality commitments.

Utilize Salesforce Omni-Channel Routing to distribute incoming customer requests appropriately across the team, optimizing response times and workload balance.

Maintain and enhance the Salesforce Knowledge Management system by overseeing knowledge article lifecycle management, ensuring content accuracy, relevance, and timely updates.

Champion the Knowledge-Centered Service (KCS) methodology to improve content health, helping the team to create, update, and reuse knowledge articles effectively.

Manage content versioning and review workflows to guarantee that knowledge resources remain current, comprehensive, and compliant with established standards.

Track team performance metrics and customer satisfaction indicators to recommend and implement improvements in service delivery and operational processes.

Provide training and mentoring to team members to develop their skills, promote knowledge sharing, and foster a positive work environment.