Customer Service Representative

BA Communication Services is looking for a dedicated Customer Service Representative to connect the company with its customers through multiple communication channels such as phone, email, and live chat. This role involves addressing customer inquiries promptly and professionally, resolving complaints effectively, and providing empathetic support to enhance customer satisfaction and loyalty. The ideal candidate possesses strong communication, active listening, and conflict resolution skills, maintains comprehensive product knowledge, and demonstrates proficiency with customer relationship management software to ensure precise record-keeping and efficient problem resolution. The position requires managing a high volume of customer issues while upholding composure and professionalism under pressure. Additionally, this role includes leadership responsibilities overseeing a team of 10 customer service representatives. The candidate will foster a collaborative and motivating work environment, encouraging teamwork, accountability, and continuous growth. By leveraging scheduling tools, workflow automation, and call center technologies, the representative drives operational efficiency and ensures consistent delivery of high-quality service. Active participation in quality assurance and continuous improvement programs supports both individual and team professional development aligned with BA Communication Services strategic objectives.
Responsibilities

Respond promptly and professionally to customer inquiries through phone, email, and live chat, employing active listening and conflict resolution techniques to ensure excellent customer satisfaction.
Maintain accurate and detailed records of all customer interactions using customer relationship management (CRM) and ticketing systems to facilitate efficient issue tracking and resolution.
Lead, manage, and coach a team of 10 customer service representatives, fostering an inclusive environment that promotes collaboration, accountability, and ongoing professional development.
Continuously update knowledge of company products and services to deliver accurate, personalized support tailored to individual customer needs.
Prioritize and manage multiple customer interactions simultaneously, ensuring timely and high-quality service without sacrificing attention to detail.
Collaborate with internal departments to escalate and resolve complex customer issues promptly, improving the overall customer experience.
Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for skill enhancement and career advancement for team members.
Design and implement targeted training programs that improve team skills, reinforce company policies, and uphold high customer service standards.
Use call center technologies, workflow automation, and scheduling software to optimize operational efficiency, decrease customer wait times, and streamline service delivery.
Engage actively in quality assurance and continuous improvement initiatives to enhance both individual and team performance in alignment with company goals.