Senior Customer Service Representative

Senior Customer Service Representative (Remote)

Job Summary

We are seeking a highly motivated and experienced Senior Customer Service Representative (CSR) to serve as a key support resource for both the Customer Service team and leadership. This role acts as a subject matter expert (SME), escalation point, and peer mentor, helping ensure smooth daily operations and consistent service quality.

Reporting to the Contact Center Supervisor, the Senior CSR plays a critical role in supporting team development, reinforcing workflows, and assisting with real-time operational needs. This position bridges the gap between frontline staff and leadership, contributing to both team success and overall performance outcomes.

Pay - $20.00-$22.50/hr depending on experience
Schedule - Monday - Friday 930-6pm CST (No flexibility on schedule, these are the full time hours)

Key Responsibilities

Escalation Handling

• Serve as the first point of escalation and professionally de-escalate challenging customer situations
• Support team members with difficult cases, system navigation, and workflow clarification
• Identify recurring escalation trends and communicate insights to leadership

Team Support & Workflow Assistance

• Assist with inbound patient queues and high-priority contact attempts
• Support Supervisors with daily workflow management, including queue monitoring, prioritization, and task distribution
• Help maintain adherence to workflows, scripts, and operational processes

Mentorship & Training Support

• Reinforce training concepts, best practices, and workflow expectations with team members
• Provide peer coaching and share knowledge to improve overall team performance
• Partner with leadership and training teams to identify knowledge gaps and support ongoing development

Subject Matter Expertise (SME)

• Stay current on process updates, system enhancements, and policy changes
• Help communicate operational updates and support team adoption of new tools or workflows
• Serve as a reliable resource for operational and process-related questions

Individual Performance Excellence

• Maintain strong performance across all contact center KPIs
• Lead by example in communication, accuracy, professionalism, and efficiency
• Consistently meet or exceed performance expectations while balancing additional team support responsibilities

Qualifications

• 2+ years of experience as a Customer Service Representative in a contact center or similar environment
• Proven track record of strong performance metrics, including quality, productivity, and reliability
• Excellent communication and interpersonal skills
• Strong problem-solving and critical-thinking abilities
• Ability to independently manage complex customer situations
• Experience mentoring or supporting team members in either a formal or informal capacity
• Strong understanding of contact center systems, workflows, and operational processes

Work Environment

• Full-Time Position
• Fully Remote Opportunity

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