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eTeam · 1 month ago

Active_Client/Customer Services Representative 4

New Providence, NJ

Full-time

Onsite

Senior Level

$36/hr - $38/hr

eTeam is a company seeking a senior-level client and customer services professional. The role involves managing complex inquiries, resolving escalated issues, and ensuring high-quality service delivery while supporting process improvement and client satisfaction.

Information Technology

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Serve as the primary point of contact for inbound and outbound client and customer inquiries

Analyze customer issues, determine root causes, and deliver effective resolutions or follow-up actions

Approve resolutions for service and billing concerns, including refunds, exchanges, and billing adjustments

Act as an escalation point for high-priority or complex customer issues

Refer unresolved grievances to appropriate departments and track progress to resolution

Review, monitor, and audit customer interaction records to ensure accurate documentation and compliance

Identify trends from customer feedback and complaints to support process improvement initiatives

Support sales efforts by identifying opportunities for new or additional services

Provide leadership support, mentoring, and constructive performance feedback to team members

Qualification

Customer serviceProblem-solvingMicrosoft WordMicrosoft PowerPointVerbal communicationWritten communicationDe-escalationInterpersonal skillsTime managementAttention to detail

Required

Serve as a senior-level client and customer services professional responsible for managing complex inquiries, resolving escalated issues, and ensuring high-quality service delivery

Act as a key escalation point while supporting process improvement, client satisfaction, and operational efficiency