Position Summary:
The Contact Center Representative VI is a senior-level representative responsible for handling the most complex customer interactions and providing guidance to junior representatives. This individual brings extensive experience in customer service and call center operations, serving as a subject matter expert and escalation point within the team. The role requires exceptional communication, problem-solving, and multitasking skills, as well as the ability to mentor and support team performance. This is a 4.5 month contract to hire, eligible for hybrid flexibility after 6 months.
Responsibilities:
- Handle escalated or complex inbound and outbound calls, emails, chats, and other communication channels with professionalism and urgency.
- Resolve advanced customer issues, inquiries, or complaints with minimal supervision.
- Serve as a resource and mentor to junior Contact Center Representatives (Levels I–V), providing coaching and support as needed.
- Assist in developing scripts, FAQs, and training materials to improve call center efficiency and consistency.
- Monitor team performance metrics and quality assurance standards; provide feedback and support continuous improvement.
- Collaborate with cross-functional departments such as IT, Sales, Operations, and Quality Assurance to address customer issues and improve processes.
- Document all customer interactions accurately and efficiently in the CRM system.
- Identify trends in customer inquiries or issues and recommend improvements to policies, processes, or services.
- Participate in and sometimes lead team meetings, training sessions, and special projects.
PI274612195
