Addison Group's client is currently searching for a Customer Service Representative for their McLean, VA location. This role is on-site to begin with hybrid flexibility once trained. This role is temp-to-perm with an hourly rate of $23-24/hr. Apply here to learn more!
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Handle customer inquiries via phone, email, and chat, providing timely and accurate information.
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Resolve complex customer issues and complaints, ensuring a high level of customer satisfaction.
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Serve as the point of contact for escalated customer issues, providing solutions in a professional manner.
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Assist customers with troubleshooting and provide product or service information as needed.
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Mentor and support junior customer service agents, providing guidance and sharing best practices.
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Assist in the training and onboarding of new customer service staff.
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Conduct regular feedback sessions and performance reviews for junior team members.
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Identify areas for improvement within the customer service process and recommend solutions.
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Assist in the development and implementation of new policies and procedures to enhance customer service efficiency.
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Participate in team meetings and contribute to the overall improvement of the customer service department.
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Maintain accurate records of customer interactions and transactions.
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Prepare regular reports on customer service activities, highlighting key metrics and trends.
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Analyze customer feedback and provide insights to the management team to improve products and services.
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Collaborate with other departments, such as Sales, Marketing, and Technical Support, to ensure a seamless customer experience.
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Participate in cross-functional projects to improve overall customer satisfaction and business processes.
Qualifications:
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Bachelor's degree in Business Administration, Communications, or a related field preferred.
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3+ years of experience in a customer service role, with at least 1 year in a senior or supervisory position.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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