Sr. Customer Service Specialist

The Senior Customer Service Specialist serves as a subject matter expert within the customer service team, handling complex or escalated issues while delivering high-quality support. This role combines advanced problem-solving, customer advocacy, and mentorship responsibilities. The Senior Customer Service Specialist contributes to continuous improvement by identifying trends, supporting training efforts, and maintaining service excellence across all customer channels.

Key Responsibilities

• Handle escalated customer inquiries and complaints
• Process orders, returns, or account updates
• Maintain detailed records of customer interactions
• Assist in training and mentoring new representatives
• Identify trends and recommend process improvements
• Ensure adherence to service-level agreements (SLAs)
• Serve as a point of contact for complex or high-value accounts
• Collaborate with cross-functional teams to resolve issues
• Support quality assurance and coaching initiatives
• Contribute to knowledge base and procedure documentation

Qualifications:

Qualifications

• 3+ years of customer service experience, including handling escalations
• Strong problem-solving, conflict-resolution, and multitasking skills in fast-paced environments
• Ability to mentor or support junior team members
• Excellent written and verbal communication skills
• Experience with CRM, ticketing, and call center systems, including:
• CRM platforms: Salesforce, Zendesk, HubSpot
• Call center systems: Five9, Avaya, NICE
• Ticketing and knowledge base systems
• Microsoft Office and Google Workspace

Compensation

About Us

TalentMatch^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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