Customer Service Associate III in Aurora, Illinois at Rensa Filtration, Inc.
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Job Description
Who is Rensa Filtration?
Rensa Filtration is a family of companies dedicated to air filtration. By investing in innovation and the people who drive it, we manufacture, market, and distribute best-in-class solutions in the United States and Canada that keep environments safe and industries thriving.
What We Do
- We improve the environment - making indoor and outdoor environments cleaner by eliminating process contaminants through superior products and media.
- We drive innovation in air filtration – by investing in the people and companies that develop the solutions that today’s world demands – to bring those innovative products to market so that our customers can bring maximum value and safety to the facilities and businesses they serve.
What you will do:
The Customer Service Associate III serves as a senior-level support professional responsible for resolving complex customer issues, mentoring junior associates, and contributing to process improvements. This role requires deep product and system knowledge, strong problem-solving skills, and the ability to handle escalated or sensitive customer interactions. Associates at this level often act as a liaison between the customer service team and other departments to ensure seamless service delivery.
- Handle advanced and escalated customer inquiries across multiple channels with professionalism and efficiency.
- Serve as a subject matter expert (SME) for products, services, and internal systems.
- Provide informal leadership and peer coaching to Support Level I and II associates.
- Collaborate with cross-functional teams to resolve complex service issues and improve customer outcomes.
- Identify trends in customer feedback and recommend enhancements to processes, policies, or training materials.
- Assist with onboarding and training of new team members.
- Maintain accurate and detailed records of customer interactions and resolutions.
- Support quality assurance efforts by reviewing cases and providing feedback to peers or supervisors.
- Participate in special projects, pilots, or initiatives as assigned.
- Other Accountabilities as Assigned
Education:
- Minimum of 5 years of related experience; Bachelor’s degree preferred