Job Overview Mosaic, a leading provider of innovative solutions in the consumer goods industry, is seeking a talented Customer Service Representative III to join our team in Colorado. In this advanced role, you will handle escalated customer inquiries, provide high-level support, and contribute to process improvements that enhance the overall customer experience. As a key member of our customer service team, you will play a vital role in maintaining Mosaic's reputation for excellence and customer-centric service. Key Responsibilities Respond to complex customer inquiries through multiple channels including phone, email, chat, and social media, ensuring timely and accurate resolutions. Troubleshoot advanced technical and product-related issues, escalating to appropriate teams when necessary while maintaining ownership of the customer experience. Analyze customer feedback and interaction data to identify trends, recommend service enhancements, and support quality assurance initiatives. Train and mentor junior representatives, fostering a collaborative team environment and sharing best practices for superior service delivery. Maintain accurate records of customer interactions in our CRM system, generate reports on key metrics such as resolution times and satisfaction scores, and contribute to departmental goals for performance improvement. Collaborate cross-functionally with sales, product, and operations teams to address systemic issues and implement customer-driven solutions. Required Qualifications Bachelor's degree in Business, Communications, or a related field, or equivalent professional experience. Minimum of 5 years in customer service roles, with at least 2 years at a senior or lead level handling escalated cases. Proven track record in a high-volume call center or support environment, with experience in CRM tools like Salesforce or Zendesk. Strong technical aptitude for resolving multifaceted customer issues across digital platforms. Skills Exceptional verbal and written communication skills with the ability to de-escalate tense situations and build rapport quickly. Advanced problem-solving and analytical abilities to diagnose root causes and implement effective solutions. Proficiency in Microsoft Office Suite, CRM software, and customer support ticketing systems. High emotional intelligence, empathy, and active listening skills essential for superior customer interactions. Time management and multitasking expertise in fast-paced settings, with a commitment to accuracy and detail orientation. Familiarity with customer service metrics, KPIs, and continuous improvement methodologies like Lean or Six Sigma is a plus. Company Info Mosaic is a forward-thinking company headquartered in Colorado, specializing in sustainable consumer products that make a positive impact on everyday lives. With a commitment to innovation, diversity, and employee well-being, we foster a supportive culture where ideas thrive and careers flourish. Our Colorado team is at the heart of our operations, driving customer success and business growth. Benefits We offer a competitive compensation package including comprehensive health, dental, and vision insurance, 401(k) matching, and generous paid time off. Additional perks include flexible work arrangements, professional development stipends, wellness programs, and employee discounts on Mosaic products. Growth Opportunities At Mosaic, we invest in your professional development through ongoing training, leadership programs, and clear career progression paths. High performers can advance to supervisory roles, customer experience management, or specialized support positions, with opportunities to shape our service strategies and grow within a thriving organization.