Sr. Customer Service Representative in Louisville, Kentucky

Description

We are seeking a highly skilled Senior Customer Service Representative to join our team at a leading mechanical company in Louisville, KY. This is a contract-to-hire role designed for a tech-savvy individual with strong technical expertise and a commitment to delivering world-class customer service. The ideal candidate will help support customers through troubleshooting, problem-solving, and managing inquiries while leveraging advanced technology tools and platforms to optimize service delivery.

Key Responsibilities

• Customer Support:

• Respond promptly to customer inquiries, providing detailed assistance with technical issues, product support, and general service requests.

• Manage escalated issues and resolve complex customer concerns effectively and efficiently.

• Continuously track customer interactions using CRM tools and ensure all cases are updated with accurate and timely information.

• Technical Problem-Solving:

• Utilize strong mechanical and technical skills to understand and address customer needs related to mechanical systems, products, and solutions.

• Provide guidance on operating procedures, troubleshooting methods, and system maintenance based on technical expertise.

• Collaborate with engineering and technical teams to resolve customer issues when advanced support is needed.

• Process Improvement:

• Identify opportunities to streamline customer service processes using emerging technologies like AI and automation tools.

• Assist in developing documentation, FAQs, and self-service tools to enhance efficiency and customer satisfaction.

• Communication and Reporting:

• Act as a liaison between customers and internal departments to ensure seamless communication and issues resolution.

• Compile and analyze customer feedback reports to identify trends and contribute to continuous improvement strategies.

  Requirements

Required Qualifications

• Technical Expertise:

• Extensive experience in mechanical systems, products, and solutions. Ability to explain technical concepts to customers in a clear and concise manner.

• Proficiency in utilizing CRM platforms and automated reporting tools to deliver customer insights and track case resolutions.

• Customer Service Skills:

• At least 3–5 years of experience in a senior customer service role, ideally within a mechanical or technical industry.

• Strong interpersonal and communication skills with the ability to handle difficult conversations and provide exceptional service.

• Technology Skills:

• Demonstrated ability to use advanced tech tools, platforms, and AI solutions to optimize service delivery.

• Familiarity with troubleshooting software, system diagnostics tools, and emerging technologies in customer support.

• Problem-Solving:

• Proven ability to think critically, analyze situations, and independently resolve complex customer issues.

•Preferred Qualifications

• Bachelor’s degree in Mechanical Engineering, Business, or a related field (preferred but not required).

• Certifications in customer service or technical systems tools (e.g., Salesforce, Zendesk, etc.).

• Knowledge of industry standards and regulations related to mechanical products and solutions.

  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.

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