Customer Service Representative II

Customer Service Representative II coordinates daily operations across service channels while managing complex cases, escalations, and documentation. The role requires balancing throughput targets with quality standards and collaborating across teams to resolve service issues and drive continuous improvement.

Responsibilities

• Monitor queue health, task sequencing, and real-time workload rebalancing to maintain service response times
• Assess complex issues within policy guidelines and escalate appropriately with supporting documentation and evidence
• Maintain accurate, compliant records, logs, and reconciliations for audit readiness and traceability
• Coordinate with operations, IT, and logistics teams to resolve service interruptions and align operational changes
• Prepare status summaries for management highlighting exceptions, alternatives, and recommended actions with KPI impact

Requirements

• Bachelor's degree in business administration, procurement, operations, or related field
• Less than 2 years experience in account onboarding, procurement, or service workflow coordination
• Strategic thinking with strong attention to detail and multitasking capability
• Excellent written, verbal, and presentation communication skills
• High computer literacy and proficiency with business systems
• Solution-oriented mindset with ability to work independently
• Project Management Professional (PMP) certification preferred