Customer Service Representative

BA Communication Services is seeking a dedicated Customer Service Representative to serve as a pivotal link between the company and its customers. This role demands exceptional skills in multichannel communication, including phone, email, and live chat, to address customer concerns effectively. The representative demonstrates strong active listening and conflict resolution skills to provide empathetic, personalized service that enhances customer satisfaction and fosters long-term loyalty. Maintaining professionalism and composure while managing a high volume of inquiries is essential. Additionally, this role requires comprehensive product knowledge and the ability to navigate customer relationship management (CRM) software for accurate record-keeping and issue resolution. This position includes leadership responsibilities overseeing a team of 10 customer service representatives. The ideal candidate cultivates a collaborative and motivating team environment focused on coaching, development, and accountability. Through effective use of scheduling and workflow automation tools, the representative ensures streamlined operations and high service quality. Active participation in quality assurance and continuous improvement activities supports ongoing personal and team growth aligned with BA Communication Services' objectives.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, applying active listening and conflict resolution techniques to ensure exceptional customer satisfaction.
Maintain precise and comprehensive records of customer interactions using CRM and ticketing systems to enable efficient issue tracking and timely resolutions.
Lead, coach, and manage a team of 10 customer service representatives by fostering an inclusive and motivating environment that encourages teamwork, responsibility, and continuous improvement.
Regularly update and deepen product and service knowledge to provide personalized and accurate support that meets each customers unique needs.
Prioritize and manage multiple customer interactions simultaneously, ensuring timely and high-quality service without compromising attention to detail.
Collaborate effectively with internal departments to escalate and resolve complex customer issues promptly, enhancing the overall customer experience.
Conduct routine performance evaluations of team members, provide constructive feedback, and identify opportunities for skill development and career growth.
Plan and implement targeted training programs to enhance team capabilities, reinforce company policies, and ensure adherence to quality standards.
Utilize call center technology, workflow automation, and scheduling software to optimize operational efficiency, minimize wait times, and streamline customer service processes.
Actively participate in quality assurance initiatives and continuous improvement projects to foster both individual and team performance aligned with company goals.