Customer Service Representative

BA Communication Services is looking for a dedicated Customer Service Representative who will act as the primary connection between the company and its customers. This role involves delivering exceptional customer support across phone, email, and live chat channels. The ideal candidate must listen attentively to customer concerns, resolve conflicts efficiently, and apply strong product knowledge to meet customer needs. Handling a high volume of customer interactions with professionalism and empathy is essential to fostering strong customer satisfaction and loyalty through personalized service. In addition to managing individual customer interactions, this role requires overseeing a team of 20 customer service representatives. The representative will create a positive and collaborative work environment that promotes motivation, coaching, and professional growth. Using advanced customer relationship management tools and scheduling software, the role ensures smooth daily operations and high service quality. Strong multitasking, organizational, and time management skills are crucial to balancing direct support duties while guiding the team to meet company goals.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, utilizing active listening and conflict resolution skills to achieve high customer satisfaction.
Maintain accurate and detailed records of all customer interactions in CRM software and ticketing systems to track and resolve issues efficiently.
Lead, coach, and manage a team of 20 customer service representatives by fostering an inclusive, supportive, and motivating environment focused on teamwork and accountability.
Continuously enhance product and service knowledge to provide personalized support tailored to each customer's unique needs.
Manage multiple customer interactions simultaneously by prioritizing tasks and effectively handling time to deliver timely, high-quality responses without compromising service standards.
Collaborate with internal departments to escalate and resolve complex customer issues quickly and improve the overall customer experience.
Conduct regular performance reviews for team members, offer constructive feedback, identify opportunities for growth, and support their career development.
Design and lead training sessions to improve team skills, reinforce company policies, and ensure compliance with established quality standards.
Utilize call center technologies and scheduling tools to optimize daily operations, minimize wait times, and streamline workflow processes.
Participate actively in quality assurance and continuous improvement initiatives to enhance both individual and team performance in alignment with company objectives.