Customer Service Representative

BA Communication Services seeks a dedicated Customer Service Representative to act as the vital connection between the company and its customers. This role demands excellence in providing support through multiple communication channels, including phone, email, and live chat. The representative carefully listens to customer concerns, applies conflict resolution strategies, and uses comprehensive product knowledge to satisfy customer needs. Handling high volumes of interactions with professionalism and empathy, the position plays a key role in maintaining strong customer satisfaction and fostering loyalty through personalized service. In addition to direct customer service duties, this position includes leadership responsibilities managing a team of 30 customer service representatives. The ideal candidate promotes a positive, collaborative team environment focused on motivation, coaching, and professional growth. They utilize advanced customer relationship management and scheduling tools to oversee daily operations and uphold high service quality standards. Strong multitasking, time management, and organizational skills are crucial to balancing operational management and hands-on support while aligning the team with company goals.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat using active listening and conflict resolution techniques to ensure excellent customer satisfaction.
Maintain detailed and accurate records of all customer interactions within customer relationship management (CRM) and ticketing systems to enable efficient tracking and resolution.
Lead, coach, and manage a team of 30 customer service representatives by fostering an inclusive, supportive, and motivating atmosphere that promotes teamwork and accountability.
Continuously update product and service knowledge to offer personalized, relevant support tailored to each customer's needs.
Manage multiple customer interactions simultaneously by prioritizing tasks effectively to deliver timely, high-quality responses without sacrificing service standards.
Collaborate with internal departments to escalate and resolve complex issues rapidly, improving the overall customer experience.
Conduct regular performance assessments for team members, delivering constructive feedback and identifying opportunities for professional growth.
Plan and execute targeted training sessions to enhance team skills, reinforce company policies, and ensure compliance with quality standards.
Use call center technologies and scheduling software to enhance operational efficiency, minimize wait times, and streamline workflows.
Participate actively in quality assurance and continuous improvement initiatives to boost both individual and team performance in alignment with company objectives.