Customer Service Representative

BA Communication Services is seeking a dedicated Customer Service Representative who excels at delivering exceptional support across multiple communication channels including phone, email, and live chat. This role demands strong verbal communication skills, active listening, and problem-solving abilities to handle customer inquiries quickly and effectively. The representative must be proficient in call center technologies, multitask efficiently, and possess thorough product knowledge to ensure accurate and efficient service delivery. In addition to frontline customer support, the successful candidate will lead and manage a team of 30 customer service representatives. This leadership role involves fostering teamwork, accountability, and continuous development through coaching, mentoring, and performance management. Responsibilities also include overseeing workflow automation, scheduling, training programs, and quality assurance to maximize productivity and maintain outstanding customer satisfaction at BA Communication Services.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat using active listening and conflict resolution techniques to ensure high customer satisfaction.
Maintain accurate, detailed records of customer interactions in CRM and ticketing systems to track and resolve issues efficiently.
Lead and manage a team of 30 customer service representatives by promoting collaboration, accountability, and professional growth.
Provide ongoing coaching and mentoring to develop team members skills and support their career advancement.
Oversee scheduling, workload distribution, and workflow automation to optimize productivity and reduce response times.
Update and utilize comprehensive product knowledge to deliver personalized and precise support to customers with varied needs.
Effectively handle multiple customer interactions simultaneously by prioritizing tasks and managing time to guarantee timely and accurate resolutions.
Collaborate with internal departments to escalate and resolve complex customer issues, improving the overall customer experience and operational procedures.
Conduct performance evaluations, provide constructive feedback, and identify training needs to enhance team capabilities.
Design, implement, and deliver customized training programs aligned with company standards to ensure consistently high-quality service.
Use call center technologies and scheduling software to monitor team performance and improve service efficiency.
Participate in quality assurance and continuous improvement initiatives to boost individual and team effectiveness.
Manage the customer complaint process using effective service recovery methods to restore trust and increase satisfaction.
Analyze customer interaction data and call metrics to identify trends and recommend service improvement strategies.
Maintain comprehensive documentation and knowledge bases to support quick information retrieval and ongoing staff training.