Sr. Customer Service Representative

We are looking for an experienced Sr. Customer Service Representative to join our team in a contract-to-permanent capacity. This role is ideal for someone who combines strong customer support leadership with a sales-minded approach, helping a small service team deliver excellent experiences while identifying new business opportunities. The position plays a key part in strengthening customer loyalty, improving service quality, and supporting coordination across internal teams.

Responsibilities:

• Guide and support a small customer service team, helping representatives stay focused on service excellence and performance expectations.
• Review day-to-day activity, customer interactions, and team output to maintain efficient operations and consistent response quality.
• Address complex or escalated customer issues with professionalism, ensuring timely and effective resolution.
• Recognize opportunities during inbound conversations to promote additional services, generate interest, and pass strong leads to sales.
• Build lasting customer relationships that encourage continued business, repeat engagement, and referrals.
• Maintain accurate records of customer communication, lead activity, and follow-up steps within internal systems.
• Provide training on service techniques, product knowledge, and consultative customer engagement practices.
• Work closely with sales, operations, and leadership to enhance the overall customer experience and support business objectives.
• Help refine call guidance, team workflows, and service standards to improve efficiency and customer satisfaction.
• Previous experience in call center or high-volume customer service environments.
• Demonstrated ability to deliver exceptional customer support while handling sensitive or escalated situations.
• Familiarity with TRICARE and related customer service processes is preferred.
• Comfortable using Windows PC systems and standard business applications.
• Strong communication skills with the ability to influence conversations and identify sales opportunities.
• Experience tracking customer interactions, leads, and service activity with accuracy and attention to detail.
• Ability to coach team members and contribute to a collaborative, performance-driven environment.