Title: Customer Service Representative II

Location: Onsite, Anaheim, CA

Payrate: $23-26/hr + Benefits. Weekly Pay!

Duration: W2 Contract (ongoing)

Position Overview:

You will directly interface with new and existing customers, handling routine to moderately complex inquiries with growing independence. You will develop a solid understanding of our product lines to provide timely and accurate information, escalating complex technical issues and at-risk customer situations to CSR3 as appropriate. With an empathic mindset, you will educate and support customers up to 3 channels progressively from email to chat/voice. With attention to detail, you will document customer interactions and contribute valuable insights to management as part of the organization’s voice of the customer program.

As a Level 2 Customer Service Representative, you will be assigned additional work to provide you with broader experience, including supporting Level 3 Customer Service Representatives with standard workload, participating in training delivery, and assisting with departmental projects under supervision. In this role, you are expected to maintain excellence in your core CSR2 responsibilities while gradually taking on these developmental opportunities. Part of maturing into this role is learning to balance expanding responsibilities with consistent performance in your primary function.

Responsibilities

Customer Service Operations

• Manage routine to moderately complex customer inquiries across phone, chat, and email.
• Escalate complex technical issues and at-risk customers to CSR3 with detailed documentation.
• Build rapport with customers and create positive experiences in routine interactions.
• Support CSR3s with standard workload during high-demand periods.
• Coaching and mentoring to develop CSR1 staff and improve overall team performance.

Knowledge

• Develop a deep understanding of assigned product lines for standard customer inquiries.
• Maintain current knowledge of company policies and procedures through ongoing training.
• Contribute to the development of knowledge base articles, FAQs, and internal documentation.
• Contribute customer feedback and insights to the team’s knowledge base.

Quality

• Accurately document customer interactions with detailed case notes and resolution steps.
• Assist CSR3 with quality audits by gathering data and conducting initial reviews.
• Participate in delivering pre-developed training content to CSR1 staff under supervision.
• Seek guidance from CSR3 for unfamiliar situations and complex policy questions.
• Analyze customer data and interaction history to identify root causes of problems and propose lasting solutions.

Efficiency

• Report customer trends and recurring issues to CSR3 and management.
• Utilize multiple platforms including Salesforce Service Cloud effectively for case management.
• Manage various customer cases simultaneously with guidance and prioritization support.
• Learn new systems and processes quickly to maintain productivity standards.

Requirements

Experience Requirements

• Minimum 1-year, preferred 2+ years, of contact center experience with demonstrated excellence in performance metrics, customer satisfaction, and quality standards
• Proven ability to handle complex customer inquiries, service recovery situations, and escalations requiring judgment and cross-functional coordination
• Experience delivering training, mentoring peers, or coaching team members in customer service environments
• Advanced written and verbal communication skills, including ability to facilitate training sessions and produce formal documentation
• Intermediate to advanced skills in Salesforce Service Cloud, Microsoft Office Suite and knowledge management systems
• Strong analytical skills to identify trends, patterns, and improvement opportunities in customer interactions and operational data
• Demonstrated success contributing to process improvement initiatives and cross-functional collaboration projects
• Experience working across multiple customer service channels (voice, email, chat) and various support platforms
• Self-directed approach to learning, researching solutions, and implementing best practices with minimal supervision
• Proven track record meeting performance standards while managing competing priorities, multiple projects, and expanded responsibilities

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.