Customer Service Representative

BA Communication Services is looking for a dedicated Customer Service Representative to serve as the primary contact between the company and its customers. This role requires effective communication through phone, email, and live chat to respond promptly to inquiries, resolve issues efficiently, and deliver empathetic support that enhances customer satisfaction and loyalty. The ideal candidate has strong communication skills, expertise in conflict resolution, active listening abilities, and deep product knowledge. Proficiency with customer relationship management software is essential to maintain accurate records and ensure smooth resolution processes. In addition to frontline customer support, this position involves managing and leading a team of 50 customer service representatives. The representative fosters a supportive and collaborative work environment that promotes teamwork, accountability, and continuous professional development. The role also requires the use of scheduling tools, workflow automation, and call center technologies to maximize efficiency and maintain consistently high-quality service. Active participation in quality assurance and continuous improvement efforts aligns the team's performance with the strategic goals of BA Communication Services.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, applying active listening and conflict resolution techniques to ensure high customer satisfaction.
Maintain accurate and detailed records of all customer interactions using customer relationship management and ticketing systems to support efficient tracking and swift resolution of issues.
Lead, manage, and coach a team of 50 customer service representatives, encouraging an inclusive work environment that promotes collaboration, accountability, and continuous professional growth.
Update and deepen comprehensive knowledge of company products and services continually to provide accurate, personalized support tailored to customer needs.
Prioritize and manage multiple customer interactions simultaneously to ensure timely, high-quality service while maintaining attention to detail.
Collaborate closely with internal departments to escalate and resolve complex customer issues promptly, enhancing the overall customer experience.
Conduct regular performance evaluations of team members, provide constructive feedback, and identify opportunities for skill enhancement and career development.
Design and implement targeted training programs to develop team skills, reinforce company policies, and uphold high customer service standards.
Utilize call center technologies, workflow automation, and scheduling software to optimize operational efficiency, reduce customer wait times, and streamline service delivery.
Participate actively in quality assurance and continuous improvement initiatives to elevate both individual and team performance in alignment with company objectives.