Customer Service Representative IV

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Customer Service Representative IV responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution. Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer. Being a Customer Service Representative IV analyzes a customer's service needs and refers to other service or technical departments for follow up or additional information as needed. Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction. Additionally, Customer Service Representative IV may be assigned to support products that are more complex or critical. May utilize a customer relationship application or database to record activities and research product information. Typically requires a high school diploma or equivalent. Typically reports to a supervisor. The Customer Service Representative IV independently performs a wide range of complex duties under general guidance from supervisors. Has gained full proficiency in a broad range of activities related to the job. To be a Customer Service Representative IV typically requires 5-7 years of related experience.