Sr. Customer Service Representative
Job Description
Job Description
We are looking for an experienced Sr. Customer Service Representative to join our team on a contract basis in Soledad, California. In this role, you will provide exceptional support to customers, ensuring inquiries are resolved promptly and with attention to detail. This position requires strong communication, organizational, and problem-solving skills, along with the ability to handle fluctuating workloads and maintain a customer-focused approach.
Responsibilities:• Manage incoming customer cases by monitoring the inbox for sensitive topics and responding promptly.
• Troubleshoot and escalate cases as needed while adhering to standard operating procedures.
• Resolve customer inquiries through follow-up communication, providing requested information and insights about products or farming practices.
• Maintain and update open cases, ensuring timely closure and accurate tracking.
• Handle fluctuating case volumes with flexibility, adjusting priorities to meet customer demands.
• Collaborate with internal and external teams to investigate complaints, track corrective actions, and close cases.
• Process elevated complaints and ensure urgent issues are addressed effectively.
• Execute additional follow-up tasks such as reimbursements or coupon distribution.
• Occasionally work outside regular hours to address escalated scenarios.
• Ensure all communications are clear, patient, and customer-focused.• At least 1 year of experience in customer service or case management.
• Proficiency in Salesforce or similar CRM software and Microsoft Office tools (Excel, Outlook, Word).
• Strong written and verbal communication skills.
• Ability to remain calm and focused while troubleshooting customer issues.
• Self-motivated with excellent time management and organizational skills.
• Demonstrated problem-solving and critical thinking abilities.
• Comfortable working independently with minimal supervision.
• Must be punctual and possess a strong sense of urgency.
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