[Remote] Senior Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Imagine Learning is seeking an experienced and customer-focused Senior Customer Service Representative to join their growing remote support team. The role involves handling complex customer inquiries, resolving escalated issues, mentoring junior team members, and delivering exceptional service experiences.ResponsibilitiesHandle complex and escalated customer inquiries via phone, email, and chatProvide timely, accurate, and professional responses to customer concernsResolve billing, technical, and account-related issues efficientlyMentor and support junior customer service representativesMonitor service quality and ensure adherence to company policies and proceduresDocument customer interactions accurately in CRM systemsIdentify recurring issues and recommend process improvementsCollaborate cross-functionally with internal teams (Operations, Sales, IT, etc.)Maintain high customer satisfaction scores and meet performance metricsSkills3–5+ years of customer service experience (call center or support environment preferred)Proven experience handling escalated or complex customer issuesStrong written and verbal communication skillsExcellent problem-solving and conflict-resolution abilitiesProficiency with CRM systems and customer support toolsAbility to work independently in a remote environmentHigh-speed internet connection and dedicated home workspace requiredMust be legally authorized to work in the United StatesMust reside within the United StatesExperience in a leadership or mentoring capacityFamiliarity with SaaS, e-commerce, healthcare, or financial services industriesBilingual skills (Spanish preferred but not required)BenefitsCompetitive salary based on experiencePerformance-based incentivesHealth, dental, and vision insurance401(k) with company matchPaid time off and company holidaysProfessional development opportunitiesCompany OverviewImagine Learning provides digital-first curriculum solutions. It was founded in 2004, and is headquartered in Moscow, Idaho, USA, with a workforce of 1001-5000 employees. Its website is http://www.imaginelearning.com.