Senior Customer Service Representative

Imagine Learning is seeking an experienced and customer-focused Senior Customer Service Representative to join their growing remote support team. This role is responsible for handling complex customer inquiries, resolving escalated issues, mentoring junior team members, and delivering exceptional service experiences.

Responsibilities:

• Handle complex and escalated customer inquiries via phone, email, and chat
• Provide timely, accurate, and professional responses to customer concerns
• Resolve billing, technical, and account-related issues efficiently
• Mentor and support junior customer service representatives
• Monitor service quality and ensure adherence to company policies and procedures
• Document customer interactions accurately in CRM systems
• Identify recurring issues and recommend process improvements
• Collaborate cross-functionally with internal teams (Operations, Sales, IT, etc.)
• Maintain high customer satisfaction scores and meet performance metrics

Requirements:

• 3–5+ years of customer service experience (call center or support environment preferred)
• Proven experience handling escalated or complex customer issues
• Strong written and verbal communication skills
• Excellent problem-solving and conflict-resolution abilities
• Proficiency with CRM systems and customer support tools
• Ability to work independently in a remote environment
• High-speed internet connection and dedicated home workspace required
• Must be legally authorized to work in the United States
• Must reside within the United States
• Experience in a leadership or mentoring capacity
• Familiarity with SaaS, e-commerce, healthcare, or financial services industries
• Bilingual skills (Spanish preferred but not required)