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Senior Customer Service Representative Resume Samples
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0-5 years of experience
Designed marketing strategies to generate leads, increasing sale productivity by 30%
- Identified cross-sell/up-sell opportunities, multi-line options for customers
- Decreased policy cancellations through reconciliation of billing issues
- Created filing systems ensuring customer retention, saving $20,000 in premium for year
- Arranged daily remittances, handled office correspondence, and managed policy endorsements
- Provided administrative support and customer account analysis to 5 licensed agents
- Coordinated and maintain the scheduling of meetings
- Performed out-bound calls for telemarketing purposes
6-10 years of experience
Handled customer inquiries, complains, billing questions and payment extension/service request
- Professionally answered a high volume of call types as assigned for a utility company
- Effectively scheduled service appointments for current customers in a proficient and courteous manner
- Managed follow up calls to customer in a timely manner
- Conducted trainings for new hires on system and standard operating procedures
- Trained temp and new staff members on standard call center procedures application, tools and resources while speaking with customers
- Working knowledge of Excel, MS Word, Access, and Outlook
0-5 years of experience
Daily enter referrals and run individual performance reports in SalesForce to track and follow-up on my own leads and performance
- Exceeded sales revenue goals by more than 200% in 2 out of the last 3 quarters through the use of SalesForce
- Go to team member to resolve computer related issues within the branch before associates contact the IT help desk
- Continue fulfilling responsibilities for previous position; Also making outbound courtesy calls for customer satisfaction, and sales
0-5 years of experience
- Investigated, assessed and created solutions for accounts in collection and determined whether customers needed credit ($100 – $1M), assistance or emergency work crews with thorough knowledge of the Home Energy Fair Practice Act and the Public Service Commission’s Non-Residential rules
- Prepared and presented variance reports and cost plans to the senior staff and various departments
- Analyzed, scrutinized and collected data from various interdepartmental databases in order to make frim business decisions
- Facilitated and participated in problem solving initiatives to develop and implement process improvement recommendations using quality tools and Lean Six Sigma Processes
- Developed and implemented various strategies to increase productivity in a timely manner
0-5 years of experience
Responsible for providing excellent customer service and administrative support for over seventy accounts.
- Developed and implemented Excel spread sheets for each individual customer account insuring accuracy of orders, billing and deliveries.
- Created and implemented Excel spreadsheets for inventory of company products and mark-up formulas.
- Wrote Training Manual covering instructions for use Company software applications.
0-5 years of experience
Helped develop, mentor, and train newer associates by organizing discussion groups, participating in team building sessions, and offering technical support
- Oversaw completion of administrative and accounting tasks, marketing calls, and client surveys
- Helped airport branch increase overall income and operating profit by driving goal-oriented sales
- Contributed to continuous superior customer satisfaction rating by exceeding client expectations for service, product knowledge, efficiency, and professionalism
- Maintained daily correspondence with customers with professional communication and rapport building
0-5 years of experience
Excelled as a trusted Senior in our Consumer Services department as well as specialty restaurant and overseas teams
- Managed teams of 20+
- Interim Supervisor daily
- Supported our team by helping guide and answer any questions that arise
- Produced daily reports which, monitored attendance, documented cases closed, and feedback
- Succeeded in taking escalated calls which resolved customer questions, concerns, and complaints
- Exceeded weekly QA goals
- Enhanced team performance through coaching, development, feedback, and effective communication
- Developed curriculum and trained our restaurant department
- Wrote and implemented QA form for restaurant department
10+ years of experience
Senior Phone Representative for a highly-visible national insurance company providing
leading-edge insurance solutions.
- Served as front-line representative and provided excellent customer service delivery as part of the fast-paced Inbound Call Center. Excelled at ‘out-of-the-box thinking’ to resolve customer issues.
- Answered multi-line phones and utilized active listening skills to assess client’s issues and challenges. Researched issues and delivered timely follow-up. Entrusted to make exceptions for
- Assisted customers with various service needs to include: insurance rates and policy information;
- Worked directly with clients to resolve identified problems at lowest level, while maintaining positive
- Conducted administrative operations in relation to management of client’s accounts.
- Selected to train new employees; provided on-the-job training through example and shadowed
- Identified errors in current guidelines; elevated issue to processors for resolution.
6-10 years of experience
Fielded calls from Customers/Sales Staff to initiate new order[s], review existing order[s], provide product knowledge and information, availability, and cost.
- Introduced new Sales Staff to the workings of the call center and what they could expect when they call in.
- Quickly and effectively solve customer challenges.
- Called customers with outstanding orders to advise them of the orders status and the remaining time before it would be cancelled.
- Trained call center employees on new procedures that would affect the way they communicated with Customers/Sale Staff.
- Displayed a professional relationship with Customers and Sales Staff to create an atmosphere of trust.
0-5 years of experience
Verified the patients insurance before their visit to ensure active status and copay.
- Placed requests for medical records and followed-up in a timely manner.
- Scheduled new patient appointments as well as follow ups for established patients.
- Post patient payments and explain billing for patients.
- Check patients in and out of the clinic and verify personal and demographic information is up to date.
- Check voicemails multiple times of the day.
- Selected as a super user for new software implementation to assist with training fellow employees.
0-5 years of experience
Handled both dial-in and dial-out phone contacts with tact and professionalism.
- Utilized proprietary software for entering customer information into a computerized database.
- Handled all billing inquiries and troubleshooting calls to help correct customer concerns.
- Took payments by credit card and checking accounts and applied the payments to the customer’s account.
- Maintained and exceeded the service standard presented by the company.
- Exceeded all sales and save goals set forth by management.
6-10 years of experience
Functioning as a Senior Customer Service Representative; effectively handling all international and large corporate accounts from inception to delivery
- Coordinating with the warehouse staff ensuring apposite execution/delivery of orders from warehouse to customer.
- Facilitated effective implementation of procedures that ensured proper execution and delivery of products.
- Played an integral role in turning around the trend of corporate chargeback’s.
- Entrusted with handling all international orders involving customs filing, ascertaining the development of all mandatory documents, and following appropriate shipping procedures.
- Monitored the working of warehouse staff and independently verified orders to ensure accuracy.
- Expertly rendered all customer service functions including attending and addressing telephone queries.
6-10 years of experience
Senior Customer Service Associate, Sales Support Associate, Software Support, and Escalation Team Representative.
- Escalation Team Representative, assisted fellow Associates who needed assistance with resolving technical issues, File building, financial service issues, line of business issues, and keyed equipment replacements.
- Accepted calls from irate merchants for all situations, and was given a monetary allowance per merchant account to assist in resolving financial disputes.
- Navigated several computer systems at once in order to resolve issues in a timely and accurate manner.
- Worked directly with Sales Representatives on location to building accounts, research financial statements, and tracking daily deposits.
- Recipient of several peer recognition Bravo Awards for daily assistants, and sharing of expert knowledge of policies.
- Assisted with Velocity Monitoring Projected, securing compromised Merchant While preventing a monetary impact to the Merchant.
- Assumed Floor Lead, walking the floor, assisting Associates and new hires with resolving terminal support, and monetary service issues.
0-5 years of experience
Listen attentively to caller needs to ensure a positive customer experience.
- Dental and vision trained customer service representative.
- Responsible for creating referrals, claims processing research/adjustment, benefit explanation, and account management.
- Became the “go-to” person for new reps and particularly challenging calls as one of the company’s mentors of both new and established employees.
- Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.
0-5 years of experience
Provided customers with friendly and efficient service to questions they may have about products.
- Placed orders for customers, outbound calls for credit card payments, product pricing, emailed order confirmation.
- Responsible for receiving and shipping daily orders.
- Handled customer inquiries via email, faxes and mail.
- Performed general administrative duties such as photocopying, and sending faxes.
- Helped with the coordination of the sales and advertising campaigns on seasonal and monthly basis.
- Search and correct errors in customers account such as addresses, phone numbers and contact person.
Senior Customer Service Representative Duties and Responsibilities
Providing quality customer service and mentoring new employees involves many tasks. We researched many senior customer service representative job descriptions to come up with the following list of common duties and responsibilities:
Maintain Product Expertise In order to answer customer complaints and questions, senior customer service representatives must be experts in the products offered by their employer. This requires one to take the initiative to master every feature and benefit of each product.
Answer Customer Questions through Phone and Email In addition to their regular duties of answering customers basic questions, senior customer service representatives are responsible for handling complaints that are too complex to be handled by junior staff.
Enter Data to Process Sales and Upsell When Appropriate Some senior customer service representatives work with their employer’s salespeople to complete sales that they make while in the field. A lot of direct sales companies are structured this way. In this setting, they may be required to upsell add-on products.
Assist Management in Training and Developing Customer Service Representatives Since senior customer service representatives have years of experience and are being groomed for a management position, they are responsible for enforcing their employer’s training and development program. They may also be assigned a junior employee to mentor.
Keep Track of Customer Conversations Senior customer service representatives use customer relationship management software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
Senior Customer Service Representative Education and Training
There are no formal educational requirements for this position other than a high school diploma. This position can only be achieved by someone who has at least a couple of years of experience as a junior customer service representative.
Senior Customer Service Representative Salary
According to Glassdoor, the average base pay for senior customer service representatives is $41,753. Those at the low end of the scale make $28,000, while those at the high end of the scale make $43,000.
Senior Customer Service Representative Resources
If you work in customer service and aspire to be a senior customer service representative, check out the list of resources below:
National Customer Service Association – The National Customer Service Association focuses on building the customer service skills of its members. It offers customer service training programs that are highly respected in the industry and in-person workshops through local chapters around the country. International Customer Service Association – The International Customer Service Association offers its members several professional development resources. It has an online section that lists various training tools and publications, as well as help for senior customer service representatives looking for a new job.
Help Scout – Help Scout, a customer service software company, has an excellent blog it updates regularly with articles and videos written to help its audience develop customer service skills.
Surviving Customer Service: Avoid Burnout, Develop Valuable Career Skills – This book provides excellent strategies for building the mental strength necessary to deal with customer complaints on a constant basis. It’s a great read for senior customer service representatives who want to build career skills.
Customer Service Representatives: Last-Minute Interview Preparation Questions – This book is the perfect resource for senior customer service representatives who need to prepare for a job interview.
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Senior Customer Service Representative
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
