Senior Customer Service Representative

Genesis10 is seeking a Senior Customer Service Representative for an on-site 6-month contract-to-hire position with a leading client in Columbus, OH.

Compensation: $21.00 - $23.00 per hour, W2.

Description:
The Senior Customer Service Representative (Sr. CSR) assists the help desk supervisors in developing, preparing, and motivating the Customer Service Representatives (CSRs). The Sr. CSR also assists in the daily work supported within the help desk.

Job Duties:

• Handling inbound calls for all clients, including calls from federal, commercial, and WCSC clients.
• Assisting supervisors in managing incoming calls by monitoring call reporting, delegating work, and motivating the team.
• Assisting with quality monitoring and supporting helpdesk emails.
• Assisting supervisors with managing the clients' standard operating procedures (SOPs).
• Collaborating with supervisors, project management, and carriers to attain the proper authorization(s) needed to support clients.
• Supporting the training process.
• Being cross-trained and having the ability to support Shipping, Ordering, and Final Order Review.
• Working closely with supervisors to resolve high-level issues.
• Coordinating and working on projects assigned by management.
• Monitor intraday workloads and call volumes.
• Adding and removing CSRs from authorization lists.
• in the absence of management, the Sr. CSR is responsible for the following:
  • Coordinating the efforts of the Help Desk department to maintain client-specific service level agreements (SLAs) while providing support to various projects and initiatives.
  • Providing a point of escalation for customer and client issues or complaints.
  • Maintaining a comprehensive daily schedule.
  • Providing day to day support for CSRs.
• Performs other related duties as assigned.

Requirements:

• High school diploma or equivalent, customer service experience required.
• Service-oriented and able to resolve customer escalations and grievances.
• Proficient with Microsoft Office Suite or related software.
• Proficient in cell phone and computer skills with the ability to learn new software.
• Excellent written and verbal communication skills, including active listening.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize and multitask in a high-paced and, at times, stressful environment.
• Able to pass federal security clearance (may require additional discussion.)
• Supporting the hiring and training processes.
• Providing coaching to CSRs.
• Assisting in the development of other CSRs.
• Providing day to day support for Customer Service Representatives.

About Genesis10
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can discuss the unique benefits offered for that particular client.

Benefits of Working with Genesis10:
* Access to hundreds of clients, most who have been working with Genesis10 for 5-20 years.
* The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
* Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
* Behavioral Health Platform
* Medical, Dental, Vision
* Health Savings Account
* Voluntary Hospital Indemnity (Critical Illness & Accident)
* Voluntary Term Life Insurance
* 401K
* Sick Pay (for applicable states/municipalities)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., a Best Company for Work-Life Balance, a Best Company for Career Growth, Diversity, and Leadership, among other things. To learn more and view all our available career opportunities, please visit www.genesis10.com

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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