This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls.  Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations forthe update of procedures to improve Customer Service processes. Escalates complex issues to management.

• Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
• Uses organization and product knowledge to address more difficult inquiries and provide follow up.
• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.
  Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met.
• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote various products/services to ensure business targets are met.
• May provide after-sales support for various client contracts.

• Requires theoretical to advanced knowledge obtained through a University degree, combined with experience
• Practical knowledge of Carrier organization, programs or systems with the ability to make enhancements and leverage in daily work
• University Degree or equivalent
• A minimum of 3 years prior relevant experience