Customer Service Representative

BA Communication Services is seeking a committed Customer Service Representative to serve as the primary link between the company and its customers through various communication channels including phone, email, and live chat. This role is vital to promptly respond to customer inquiries, effectively resolve issues, and provide empathetic assistance to enhance customer satisfaction and loyalty. The ideal candidate demonstrates excellent communication, active listening, and conflict resolution abilities, thorough knowledge of products and services, and proficiency with customer relationship management software to maintain accurate records and ensure smooth resolution processes. In addition to frontline customer support, this position includes leadership responsibilities overseeing a team of 50 customer service representatives. The role requires fostering a supportive, collaborative, and motivating work environment that encourages teamwork, accountability, and continuous professional development. The representative leverages scheduling tools, workflow automation, and call center technologies to maximize efficiency and consistently deliver quality service, while actively participating in quality assurance and continuous improvement initiatives aligned with BA Communication Services strategic goals.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, using active listening and conflict resolution techniques to achieve excellent customer satisfaction.
Maintain accurate and detailed records of all customer interactions using customer relationship management and ticketing systems to support efficient tracking and swift resolution of issues.
Lead, manage, and coach a team of 50 customer service representatives, fostering an inclusive environment that promotes collaboration, accountability, and continuous professional growth.
Continuously update comprehensive knowledge of company products and services to provide accurate, personalized support customized to individual customer needs.
Prioritize and manage multiple customer interactions simultaneously to ensure timely, high-quality service without sacrificing attention to detail.
Collaborate closely with internal departments to escalate and resolve complex customer issues promptly, enhancing the overall customer experience.
Conduct regular performance evaluations of team members, provide constructive feedback, and identify opportunities for skill enhancement and career advancement.
Design and implement targeted training programs that develop team skills, reinforce company policies, and uphold high customer service standards.
Utilize call center technologies, workflow automation, and scheduling software to optimize operational efficiency, reduce customer wait times, and streamline service delivery.
Actively engage in quality assurance and continuous improvement initiatives to elevate individual and team performance aligned with company objectives.