Senior Customer Service Specialist

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Senior Customer Service Specialist plays a crucial role in enhancing customer satisfaction by providing expert guidance and resolving complex issues. This role involves managing a high volume of inquiries through various channels, identifying areas for service improvements, and implementing best practices to elevate customer experiences. Additionally, Senior Customer Service Specialists mentor junior staff, ensuring consistency in service quality and contributing to the overall success of the customer service team. Their in-depth knowledge and proactive approach are instrumental in fostering long-term customer relationships and driving company growth.

- Bachelor's degree in Business, Communications, or related field (preferred)
- Minimum of 5 years of experience in customer service or a related role
- Proven experience resolving complex customer issues
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Ability to mentor and guide junior team members
- Proficiency with CRM software and customer service tools
- Demonstrated ability to work independently and collaboratively
- Strong organizational skills and attention to detail
- Ability to handle stressful situations with professionalism
- Experience with training and development of team members
- High level of empathy and customer-centric attitude
- Familiarity with company products and services
- Proficiency in using live chat and email platforms
- Ability to analyze data and identify trends
- Strong understanding of customer service metrics and reporting
- Experience in developing and implementing customer service procedures
- Ability to manage and prioritize multiple tasks effectively
- Flexibility to adapt to changing business needs and environments
- Strong interpersonal skills and ability to build positive relationships
- Willingness to participate in ongoing training and professional development

- Respond to complex customer inquiries via phone, email, and live chat
- Resolve escalated customer issues with efficiency and empathy
- Provide guidance and mentorship to junior customer service representatives
- Analyze customer feedback and identify trends to suggest improvements
- Ensure adherence to company policies and service level agreements
- Document and track customer interactions in the CRM system
- Coordinate with internal departments to address customer needs
- Conduct regular follow-ups with customers to ensure issue resolution
- Develop and deliver training sessions for new team members
- Handle customer complaints and provide appropriate solutions in a timely manner
- Monitor customer service metrics and prepare reports for management
- Participate in team meetings and contribute to ongoing process improvements
- Maintain up-to-date knowledge of company products and services
- Implement customer retention strategies and loyalty programs
- Address billing inquiries and assist with account management tasks
- Assist in the development and implementation of customer service procedures
- Escalate issues to higher management when necessary
- Conduct quality assurance on customer service interactions
- Identify and report products and services that require improvement based on customer feedback
- Participate in special projects and initiatives as assigned by management

The ideal candidate for the Senior Customer Service Specialist role will possess a Bachelor's degree in Business, Communications, or a related field, although extensive relevant experience may be considered in lieu of formal education. They will have a minimum of 5 years of proven expertise in customer service, showcasing their ability to resolve complex customer issues with a high degree of empathy and efficiency. Their exceptional verbal and written communication skills are complemented by strong problem-solving and analytical abilities, allowing them to respond adeptly to challenging situations. They will demonstrate leadership qualities through their experience in mentoring and training junior team members, while their proficiency with CRM software and customer service tools will enable seamless documentation and interaction tracking. The ideal candidate will be highly organized, detail-oriented, and capable of managing and prioritizing multiple tasks in a dynamic environment. Their professional demeanor, coupled with a customer-centric attitude and the ability to handle stressful situations calmly, sets them apart. They will have a solid understanding of customer service metrics, trends, and data analysis, and be adept at suggesting and implementing improvements. Their interpersonal skills will enable them to build positive relationships across departments, contributing to collaborative problem solving. Ultimately, they will bring an innovative mindset to process improvements, an unwavering commitment to continuous learning and development, and an enthusiastic, proactive attitude towards guiding team members and managing customer feedback.

- Respond to complex customer inquiries via phone, email, and live chat
- Resolve escalated customer issues with efficiency and empathy
- Provide guidance and mentorship to junior customer service representatives
- Analyze customer feedback and identify trends to suggest improvements
- Ensure adherence to company policies and service level agreements
- Document and track customer interactions in the CRM system
- Coordinate with internal departments to address customer needs
- Conduct regular follow-ups with customers to ensure issue resolution
- Develop and deliver training sessions for new team members
- Handle customer complaints and provide appropriate solutions in a timely manner
- Monitor customer service metrics and prepare reports for management
- Participate in team meetings and contribute to ongoing process improvements
- Maintain up-to-date knowledge of company products and services
- Implement customer retention strategies and loyalty programs
- Address billing inquiries and assist with account management tasks
- Assist in the development and implementation of customer service procedures
- Escalate issues to higher management when necessary
- Conduct quality assurance on customer service interactions
- Identify and report products and services that require improvement based on customer feedback
- Participate in special projects and initiatives as assigned by management

- Empathetic and customer-focused mindset
- Exceptional communication skills, both verbal and written
- Strong problem-solving and analytical skills
- Ability to resolve complex issues with patience and efficiency
- Leadership qualities with experience in mentorship
- High level of adaptability and flexibility
- Strong organizational and multitasking abilities
- Detail-oriented and precise in documentation
- Proficiency in using CRM and customer service tools
- Ability to work collaboratively across departments
- Professional demeanor and ability to handle stressful situations
- Commitment to continuous learning and development
- Solid understanding of customer service metrics and trends
- Strong interpersonal skills for building positive relationships
- Innovative mindset for process improvements
- Ability to handle escalated situations calmly and professionally
- Proficiency in managing customer feedback and suggesting improvements
- Capable of developing and delivering effective training sessions
- Enthusiastic about supporting and guiding team members
- Proactive attitude towards identifying and solving potential issues

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off (PTO) including holidays, vacation days, and sick leave
- Flexible work schedule options
- Opportunities for remote work or hybrid working arrangements
- Professional development and training programs
- Employee assistance programs (EAP)
- Tuition reimbursement for continued education
- Performance-based bonuses and incentives
- Company-sponsored wellness programs, including gym memberships and wellness workshops
- Recognition and rewards programs
- Career advancement opportunities within the company
- Regular team-building events and company outings
- Subsidized commuter benefits
- Access to company perks and discounts
- Supportive and collaborative work environment
- Long-term disability and life insurance options