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Description

Robert Half is seeking a highly skilled and customer-focused Senior Customer Service Specialist to take on a leadership role in client engagement and service excellence. In this role, you will be responsible for managing complex customer interactions, resolving escalated issues, and mentoring junior team members. You will act as a key liaison between customers and the company, ensuring a seamless and positive customer experience while driving continuous process improvement.

Key Responsibilities

+ Manage escalated customer concerns and provide solutions in a timely, professional manner to foster long-term customer relationships.

+ Serve as a point of contact for high-priority accounts, ensuring all client needs are met with a focus on excellence.

+ Lead by example in delivering exceptional customer service in challenging or complex situations.

+ Provide mentorship and support to junior customer service staff by offering guidance, sharing expertise, and training on best practices.

+ Collaborate with internal stakeholders to resolve issues, enhance communication, and drive efficiencies in service delivery.

+ Monitor and analyze customer service metrics to identify trends and recommend improvements to leadership.

+ Contribute to the development and implementation of customer service workflows, policies, and end-to-end solutions.

+ Address and resolve account or service issues while ensuring compliance with company policies and standards.

+ Prepare and present reports for leadership on customer service performance and outcomes.

+ Stay informed of industry trends, tools, and best practices to enhance both customer satisfaction and productivity.

Requirements

+ 3+ years of experience in customer service, with demonstrated expertise in handling complex issues and escalations.

+ Strong leadership skills with experience coaching or mentoring junior team members.

+ Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.

+ Proficiency in customer relationship management (CRM) systems and other tools such as Microsoft Office Suite (Word, Excel, Outlook).

+ Strategic problem-solving skills and the ability to thrive in fast-paced, high-pressure environments.

+ A customer-centric mindset with a passion for delivering outstanding service.

+ High school diploma or equivalent required; a bachelor’s degree in Business, Communications, or a related field is a plus.

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 (https://www.roberthalf.com/us/en/mobile-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.

• 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .