Customer Service Representative

BA Communication Services is seeking a dedicated Customer Service Representative who plays a vital role in connecting the company with its customers. This position involves managing interactions across various communication channels including phone, email, and live chat to address customer inquiries promptly and professionally. The ideal candidate demonstrates strong communication skills, active listening, and conflict resolution abilities to provide empathetic and personalized support that enhances customer satisfaction and builds long-term loyalty. This role requires handling a significant volume of customer issues while maintaining composure and professionalism. A comprehensive understanding of company products and proficiency in customer relationship management software are essential to ensure accurate record-keeping and efficient issue resolution. In addition to direct customer interaction, this role includes leadership responsibilities overseeing a team of 40 customer service representatives. The successful candidate leads by fostering a collaborative and motivating team environment focused on coaching, development, and accountability. Leveraging scheduling tools, workflow automation, and call center technologies, the representative enhances operational efficiency and consistently delivers high-quality service. Active involvement in quality assurance and continuous improvement programs ensures alignment with BA Communication Services strategic objectives and drives the professional growth of both individuals and teams.
Responsibilities

Respond promptly and professionally to customer inquiries across multiple channels including phone, email, and live chat, utilizing active listening and conflict resolution techniques to ensure excellent customer satisfaction.
Maintain accurate and detailed records of all customer interactions by effectively using customer relationship management (CRM) and ticketing systems to support issue tracking and resolution.
Manage, lead, and coach a team of 40 customer service representatives, fostering an inclusive, motivating environment that promotes teamwork, accountability, and continuous professional development.
Regularly update product and service knowledge to deliver personalized, accurate support tailored to each customer's needs.
Prioritize and efficiently manage multiple customer interactions simultaneously, ensuring timely, high-quality service without compromising attention to detail.
Collaborate with internal departments to quickly escalate and resolve complex customer issues, improving overall customer experience.
Conduct regular performance evaluations, deliver constructive feedback, and identify skill development and career growth opportunities for team members.
Develop and implement targeted training programs designed to enhance team skills, ensure adherence to company policies, and maintain high customer service standards.
Utilize call center technologies, workflow automation tools, and scheduling software to optimize operational efficiency, reduce customer wait times, and streamline service delivery.
Participate actively in quality assurance and continuous improvement initiatives aimed at enhancing individual and team performance in alignment with company goals.