Call Center Representative

Terms of Employment W2 Contract, 24 Months This position is hybrid. (Tuesday to Thursday onsite) The office is located in Baltimore, MD. Overview A Senior Customer Service Representative is responsible for providing advanced customer service and support to customers of a company. Responsibilities: Handling complex or escalated customer inquiries, issues, and requests via phone, email, or chat. Providing in-depth information about products or services, including detailed explanations of features, pricing, and specifications. Processing complex orders, returns, and exchanges accurately and efficiently. Resolving escalated customer complaints or issues in a timely and effective manner. Acting as a point of contact for other customer service representatives for guidance and support. Mentoring and training junior customer service representatives. Maintaining accurate and detailed records of customer interactions and transactions. Analyzing customer feedback and trends to identify areas for improvement. Collaborating with other departments, such as sales or marketing, to address customer needs or concerns. Keeping up-to-date with product knowledge, industry trends, and company policies. Required Skills & Experience Previous customer service experience. Handling Inbound and Outbound calls Solid understanding of customer service principles and practices. Excellent communication and interpersonal skills. Strong customer focus. Ability to handle difficult or challenging situations with professionalism and empathy. nTech is an equal opportunity employer. All offers of employment are contingent upon pre-employment drug and background screenings. Only candidates who meet all of the above client requirements will be contacted by a recruiter Release