Senior Customer Service Specialist

The Senior Customer Service Specialist serves as an advanced customer support resource responsible for resolving complex customer issues, supporting frontline team members, coordinating cross-functional service activities, and ensuring an exceptional customer experience. This position functions as a subject matter expert within the Customer Engagement Center while maintaining direct responsibility for customer account support and issue resolution.

Essential Duties/Responsibilities

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Serve as an advanced customer support resource, managing complex customer inquiries and service-related issues requiring detailed research and follow-up.

• Act as a Tier II escalation point for Customer Service Specialists, providing assistance with customer concerns, service exceptions, account discrepancies, and operational challenges.

• Coordinate with operations, transportation, equipment, sales, accounting, and other internal departments to facilitate timely and accurate resolution of customer requests.

• Investigate service failures, missed pickups, billing concerns, equipment issues, and other customer-impacting situations and work with internal stakeholders to achieve resolution.

• Process customer requests including service setup, modifications, equipment orders, account changes, and other service-related transactions.

• Monitor assigned accounts for recurring issues and communicate trends, concerns, and potential solutions to leadership.

• Support the onboarding of new customers and service transitions by coordinating activities across multiple departments.

• Provide guidance and knowledge-sharing to Customer Service Specialists regarding processes, systems, and company procedures.

• Document customer interactions, service requests, account updates, and resolutions within company systems in accordance with established procedures.

• Build and maintain positive customer relationships through professional communication, responsiveness, and effective problem resolution.

• Assist with departmental projects, process improvement initiatives, reporting activities, and system testing as assigned.

• Adhere to company policies, safety requirements, regulatory standards, and established service procedures.

• Other duties as assigned

Minimum Qualifications

• 3+ years of customer service, account management, logistics, transportation, dispatch, or related experience.

• Demonstrated success managing complex customer issues and service-related escalations.

• Experience coordinating with multiple departments to resolve customer concerns and achieve service objectives.

• Demonstrates resilience, professionalism, and adaptability when faced with changing priorities, difficult conversations, and service-related challenges.

• Proficiency using CRM, ERP, customer management, dispatch, or routing systems.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a demonstrated ability to build positive customer relationships.
• Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.
• Ability to identify trends, troubleshoot problems, and develop practical solutions.

Preferred Qualifications

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills with a demonstrated ability to build positive customer relationships.
• Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.
• Ability to identify trends, troubleshoot problems, and develop practical solutions.
  

Working Conditions and Physical Demands

• Position is based in an office environment
• Occasionally exposed to high noise levels, strong odors, varying temperatures, and biohazardous conditions.
• Occasionally travel to off-site locations is required.
• Requires prolonged sitting and movement throughout office/work locations, as well as occasional use of computers and office equipment.
• Must frequently stoop, kneel, crouch, crawl, and climb or balance.
• Must be able to communicate effectively and identify potential workplace hazards.
• Requires the ability to occasionally lift and/or move up to 25lbs.