Sr Customer Service Representative

We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. Our nearly 2,000 employees and 1,000 Account Executives located in 40+ sales offices across the United States are the reason HALO is the global leader in branded merchandise, uniform programs, and recognition and incentive solutions. 

HALO is looking for a Senior Customer Service Representative to provide hands-on daily development to front-line customer service representatives (CSRs). This position will support approx. 10 front-line CSRs and work as part of a group of 9 total Senior CSRs. The Senior Customer Service Representative will collaborate with departmental leadership by providing recommendations on training initiatives and continuous improvement of service level. Additionally, the Sr CSR will monitor real-time statistics of how the front-line CSRs are performing. This position will also collaborate with members of other internal departments within HALO as a larger corporation.  

Responsibilities

• Become a subject matter expert about HALO products, services, and processes to help customer service representatives be successful in their roles.
• Monitor 10 customer service representative workloads and provide overtime recommendations to supervisors.
• Advise CSRs on how to de-escalate conflicts and resolve customer disputes to improve overall AE satisfaction. 
• Monitor CSR performance and recommend training opportunities to increase and maintain operational standards.
• Provide performance feedback on CSRs to their supervisors to assist in identifying growth and development opportunities.
• Work with management to develop efficient processes or system improvements in order to reduce redundancies and procedural gaps. 
• Perform basic CSR responsibilities when needed – order follow-ups, order documentation, AE outreach, email contact management, etc. 
• Work with HALO sales team members (Account Executives) who have complex business needs in order to ensure their orders flow through the system promptly and accurately 
• Perform other duties assigned.

• 2+ years of experience in senior customer service roles leading a small team; experience with advising and/or training
• 2+ years of experience in account management required 
• High School Diploma/GED or Associates Degree is required 
• High proficiency in Word, Excel, and Outlook; DOSS experience is a plus
• Effective oral and written communication 
• Time management, prioritization and problem-solving capabilities
• Possess objectivity, patience, and a high degree of confidentiality 
• Be a strong brand ambassador for HALO with account executives, co-workers, and suppliers as well as in front of your team.
• Able to work overtime when required 

Compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to HALO at the time of the posting and does not include any potential benefits, however, such information will be provided separately when appropriate. The estimated hourly range for this position is between $18-$24 USD.

More about HALO

At HALO, we unleash the energy of our client's brands and amplify their stories to capture the attention of those who matter most. For that reason, more than 60,000 small- and mid-sized businesses work with HALO and have made us the global leader of the branded merchandise industry.

Career Advancement: At HALO, we love promoting from within. Internal promotions have been the key to our exponential growth in the last few years. With so many industry leaders at HALO, you'll have the opportunity to accelerate your career by learning from their experience, insights, and skills and gain access to HALO's influential global network, leadership experiences, and diverse thinking.

Culture: We love working here and know that you will too. You can expect a positive culture of ingenuity, inclusion, and relentless determination. We push the limits of possibilities and imagination by staying curious, humble, and provocative in order to break through yesterday's limit. Diversity is the source of our creativity and we thrive when each of us contributes to an inclusive culture of respect, dignity, and equity mindset in everything we do. We keep our promise for excellence with an unrelenting commitment to achieving results and supporting one another to stay accountable, transparent, and dependable.

Recognition: You're going to succeed here, and you can count on us to celebrate your wins. Colleagues across the company will join in recognizing your big milestones and nominate you for awards. Over time, you'll earn so much recognition that you can convert into gift cards, trips, concerts, and merchandise at your favorite brands.

Stay well at HALO: At HALO, we have benefits that support all parts of your life and to find a work-life balance custom to you. We offer nationwide coverage for Medical, Dental, Vision, Life and Disability insurance, and additional Voluntary Benefits. Prepare your financial future with our 401K Retirement Savings Plan, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA).

HALO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We insist on an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Inclusion is a core value at HALO and we seek to recruit, develop and retain the most talented people.

HALO participates in E-Verify. Please see the following notices in English and Spanish for important information: E-Verify Participation and Right to Work. 

HALO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at hr@halo.com. Please do not use this as an alternative method for general inquiries or status on applications as you will not receive a response. Reasonable requests will be reviewed and responded to on a case-by-case basis.