Senior Customer Service Specialist

The Senior Customer Service Specialist serves as an advanced customer support resource responsible for resolving complex customer issues, supporting frontline team members, coordinating cross-functional service activities, and ensuring an exceptional customer experience. This position functions as a subject matter expert within the Customer Engagement Center while maintaining direct responsibility for customer account support and issue resolution.

Essential Duties/Responsibilities

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Serve as an advanced customer support resource, managing complex customer inquiries and service-related issues requiring detailed research and follow-up.

Act as a Tier II escalation point for Customer Service Specialists, providing assistance with customer concerns, service exceptions, account discrepancies, and operational challenges.

Coordinate with operations, transportation, equipment, sales, accounting, and other internal departments to facilitate timely and accurate resolution of customer requests.

Investigate service failures, missed pickups, billing concerns, equipment issues, and other customer-impacting situations and work with internal stakeholders to achieve resolution.

Process customer requests including service setup, modifications, equipment orders, account changes, and other service-related transactions.

Monitor assigned accounts for recurring issues and communicate trends, concerns, and potential solutions to leadership.

Support the onboarding of new customers and service transitions by coordinating activities across multiple departments.

Provide guidance and knowledge-sharing to Customer Service Specialists regarding processes, systems, and company procedures.

Document customer interactions, service requests, account updates, and resolutions within company systems in accordance with established procedures.

Build and maintain positive customer relationships through professional communication, responsiveness, and effective problem resolution.

Assist with departmental projects, process improvement initiatives, reporting activities, and system testing as assigned.

Adhere to company policies, safety requirements, regulatory standards, and established service procedures.

Other duties as assigned

Minimum Qualifications

3+ years of customer service, account management, logistics, transportation, dispatch, or related experience.

Demonstrated success managing complex customer issues and service-related escalations.

Experience coordinating with multiple departments to resolve customer concerns and achieve service objectives.

Demonstrates resilience, professionalism, and adaptability when faced with changing priorities, difficult conversations, and service-related challenges.

Proficiency using CRM, ERP, customer management, dispatch, or routing systems.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Excellent verbal and written communication skills with a demonstrated ability to build positive customer relationships.

Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.

Ability to identify trends, troubleshoot problems, and develop practical solutions.

Preferred Qualifications

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Excellent verbal and written communication skills with a demonstrated ability to build positive customer relationships.

Intermediate proficiency with Microsoft Outlook, Teams, Word, and Excel.

Ability to identify trends, troubleshoot problems, and develop practical solutions.

Working Conditions and Physical Demands

Position is based in an office environment

Occasionally exposed to high noise levels, strong odors, varying temperatures, and biohazardous conditions.

Occasionally travel to off-site locations is required.

Requires prolonged sitting and movement throughout office/work locations, as well as occasional use of computers and office equipment.

Must frequently stoop, kneel, crouch, crawl, and climb or balance.

Must be able to communicate effectively and identify potential workplace hazards.

Requires the ability to occasionally lift and/or move up to 25lbs.