In order to answer customercomplaints and questions, senior customer service representativesmust be experts in the products offered by their employer.
Thisrequires one to take the initiative to master every feature andbenefit of each product.
Some senior customerservice representatives work with their employer’ssalespeople to complete sales that they make while in the field.
Alot of direct sales companies are structured this way. In thissetting, they may be required to upsell add-on products.
Senior customer service representatives use customerrelationship management software to document each customerinteraction to help streamline the customer service process andnotice trends to report back to the product developmentteam.