Sr Customer Service Specialist

Scope of the Role:

Direct Reports: This is an individual contributor role with no direct reports.

Key Responsibilities:

• Assist operations management inanalyzing customers issues and questions, including inoperability or inaccessibility of a system, module or function and take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
• Support Customers and Managers by adhering to departmental policies and procedures.
• Assist in managing day-to-day activities specific towards the obtainment of Customer Service objectives by acting as SME for customer facing issues and escalations.
• Act as a liaison between the Customer Service Group and other functional departments in support of daily operations.
• Real Time management of daily service levels and call routing for supported products.

• Responsible for production, distribution, and analysis of standard and ad-hoc reports for various infrastructure applications (i.e. Analyzer).
• May be called upon to assist in oversight of other Level 1 personnel in conjunction with existing management.
• Function as a liaison and escalation point for all customer issues.
• Keep abreast of all customer affecting and internal affecting outages and ensuremanagement is awareof all issues that may impact supported customers.
• Participate in the development and rollout of new initiatives and customers.

Experience, Education and Certification:

• Bachelors degree in communication or business or equivalent work experience.
• 5+ years customer service experience.

Additional Requirements:

• PC experience in a Windows operating environment with strong typing ability.
• Excellent interpersonal, verbal, and written skills.
• Ability to proactively anticipate customer needs and make recommendations to meet those needs.
• Coaching skills highly preferred.
• Ability to handle confidential and sensitive matters with discretion.
• Ability to be on-call for after-hours support and work in an environment covering 24 x 7 x 365.