Senior Customer Service Representative in New York, NY

Senior Customer Service Representative job description

Senior customer service representative serve as experienced problem solvers and reliable points of contact for customers across various channels. These professionals handle complex inquiries, support escalations and contribute to service excellence by mentoring team members and improving customer experience strategies. Senior customer service specialists work closely with internal teams to ensure consistent, high-quality support aligned with company standards.

Typical senior customer service representative duties:

Respond to customer inquiries via phone, email, chat and other support channels with professionalism and accuracy

Resolve complex issues and escalations, ensuring timely and satisfactory outcomes

Provide guidance and support to junior customer service representatives

Document customer interactions and maintain detailed records in CRM systems

Collaborate with cross-functional teams to address recurring issues and improve service processes

Monitor customer feedback and identify opportunities for service enhancements

Assist in training initiatives and onboarding of new team members

Contribute to the development of service policies, scripts and knowledge base content

Ensure compliance with company standards, service-level agreements and industry regulations

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CRM software proficiency

Customer advocacy

Customer experience management

Customer service training

Database management

Escalation management

KPI reporting

Multilingualism

Service quality

Stakeholder management

Salary for Senior Customer Service Representative in New York, NY

59036 - 77123

Low

59036

The candidate is new to the role or has limited experience and is still developing core skills.

Mid

67568

The candidate has moderate experience in the role or one similar, meets most requirements and may hold transferable skills or relevant certifications.

High

77123

The candidate has extensive experience in the role, demonstrates advanced skills and often brings specialized certifications or industry experience.

Projected salaries for related positions

Job title

Low

Mid

High

Customer Success Manager

93503

107835

123191

Customer Service Manager

79511

96574

112954

Account Manager

62449

76099

94868

Customer Experience Specialist

54259

66885

79511

Customer Service Representative

53576

58354

67568

Call Center Representative

53235

60743

72345

Senior Order Entry Specialist

55965

62790

73710

Order Entry Specialist

52211

55965

61425

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