Senior Customer Service Representative Sample Clauses

Senior Customer Service Representative. Position Concept: Provide leadership to CSRs and be focal person for operational questions. Maintain expert knowledge of customer service duties and review/monitor to ensure procedures are followed. Aggressively monitor NSS in order to recognize and handle potential service delivery concerns. Take a pro-active role in identifying and resolving customer satisfaction inhibitors. Implement a strategy with other seniors and team leaders to maintain balanced workload for customer hold times. Offer first level of escalation to CSRs for customer complaint situations. Evaluate training. Maintain expert knowledge of all CSR responsibilities. Prepare regular and special reports for IBM. Maintain expert knowledge of backup system procedures. Perform CSR duties as required. . Become an expert resource for CSRs and assist in interpreting current service offerings, billable information and entitlement process. Administer training as required. Enhance customer satisfaction through personal ownership of identified problems and aggressively seek resolution. Escalate when appropriate. . Monitor/review receive call activity and pro-actively identify potential customer situations. . Become an expert in call management criteria, measurement objectives, and special programs. Identify problems when objectives will not be met and make recommendations to the management team. . Maintain an expert knowledge of resource materials utilized to direct customers' inquiries that are not service related. Act as a resource and focal escalation point for unresolved inquiries and updating resource materials. Responsible for timely follow-up and extreme responsiveness to customer inquiries. . Maintain expert knowledge of system backup procedures and initiate when required. Ensure each CSR has backup and that current backup materials are readily available. Resolve CSR difficulty in obtaining system backup and escalate if necessary. . Maintain expert knowledge in and ensure that special operating procedures are followed to interface with external providers of service. Provide CSR training and assistance when necessary. . Review, maintain, and ensure an accurate database using branch office input. Ensure database integrity and update procedures are followed. Responsible to coordinate database activity. Recommend solutions to database problems and implement. . Handle customer complaints effectively and recognize need for escalation. Follow appropriate procedures and exercise good judgement in esca...
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Related to Senior Customer Service Representative

  • CONTRACTOR CUSTOMER SERVICE REPRESENTATIVE Contractor shall designate a customer service representative (and inform Enterprise Services of the same) who shall be responsible for addressing Purchaser issues pertaining to this Master Contract.

  • Grievance Representatives Within 30 working days after the execution of this Agreement, the Union shall furnish the Xxxxxxx with a list of all persons authorized to act as the Chapter and UPI Local Grievance Representatives and shall update the list as changes occur. The designated Chapter Grievance Representative shall be an employee of the University and shall have the responsibility to meet classes, office hours, and other assigned duties and responsibilities. If the responsibilities of the Chapter Grievance Representative require rescheduling of the representative's University duties, the representative may, with the approval of the Xxxxxxx, arrange for the rescheduling of such duties or their coverage by colleagues. Such approval shall not be unreasonably withheld. The provisions of Article 15.4. shall also apply to the UPI Local Grievance Representative if he or she is an employee of the University.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

  • Contractor Representative The Contractor shall appoint a Contractor Representative fluent in English, who shall:

  • Program Manager Owner may designate a Program Manager to administer the Project and this Contract. In lieu of a Program Manager, Design Professional may be designated to perform the role of Program Manager. The Program Manager may also be designated as the Owner’s Representative, and if no Owner’s Representative is designated, the Program Manager shall be the Owner’s Representative.

  • Staff Representatives A. The Union will provide the Employer with a written list of staff representatives and the bargaining unit for which they are responsible. The Union will provide written notice to the Employer of any changes within thirty (30) calendar days of the changes. B. Staff representatives may have access to the Employer’s offices or facilities to carry out representational activities. The representatives will notify the Employer prior to their arrival and will not interrupt the normal operations of the Employer. The staff representative may meet with bargaining unit employees in non-work areas during the employee’s meal periods, rest periods, and before and after the employee’s shift. C. The Employer’s written Board of Trustee or administrative policies pertaining to employees represented by the Union will be made available to staff representatives.

  • Nurse Representatives The Employer agrees to recognize two (2) Nurse Representatives for the purpose of dealing with grievances and conducting Union interviews.

  • Contractor’s Representative Contractor hereby designates [***INSERT NAME OR TITLE***], or his or her designee, to act as its representative for the performance of this Agreement (“Contractor’s Representative”). Contractor’s Representative shall have full authority to represent and act on behalf of the Contractor for all purposes under this Agreement. The Contractor’s Representative shall supervise and direct the Services, using his best skill and attention, and shall be responsible for all means, methods, techniques, sequences and procedures and for the satisfactory coordination of all portions of the Services under this Agreement.

  • Project Representative City shall designate a Project Manager to represent City in coordinating this Project with Consulting Engineer/Architect, with authority to transmit instructions and define policies and decisions of City.

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