Customer Care Representative

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Address customer inquiries through phone, email, and live chat, including interactions with AI-assisted chat, by overseeing conversations, validating responses, and managing complex cases with human assistance.

• Simultaneously handle multiple chat conversations while ensuring accuracy, professionalism, and empathy towards customers.

• Provide accurate assistance to customers regarding: Membership activation procedures and service usage, registration for training programs including enrollment and access, and inquiries about SCTE TechExpo and other national events.

• Ensure data integrity by maintaining accurate and up-to-date demographic information across SCTE record-keeping systems.

• Document and track customer cases in Salesforce for inquiries initiated through all service channels, and escalate questions or issues as necessary.

• Troubleshoot customer problems and coordinate escalation when required.

• Manage confidential documents and proprietary information with discretion and professionalism.

• Collaborate effectively and respectfully with internal teams to provide a seamless and consistent service experience across all support channels.

• Perform other duties as assigned.

⛳️ Requirements

• 2 to 3 years of experience in a call center or customer service role that demands excellent phone/email etiquette, manners, and communication skills.

• Strong typing, data entry, database maintenance, and troubleshooting abilities; proficient in Microsoft Office, especially Outlook, Word, and Excel.

• Demonstrates a foundational understanding of customer service best practices, including timely follow-ups, clear communication, accurate documentation, and proper escalation of issues for effective resolutions.

• Exhibits strong interpersonal skills and the capacity to work both independently and collaboratively within a team.

• Highly organized, detail-oriented, capable of multitasking, and a natural problem-solver.

• Maintains a positive attitude and is people-oriented.

• High school diploma, general education degree, or equivalent is required.

🏝️ Benefits

• Comprehensive healthcare coverage including medical, dental, and vision insurance.

• Access to flexible spending and health savings accounts with employer contributions to HSA.

• Competitive 401(k) retirement plan with an employer match of up to 6%, plus an ADDITIONAL 8% contribution to the 401(k), which becomes fully vested after only two years of employment.

• Flexible work arrangements.

• Unlimited PTO.

• 11 paid holidays.

• 100% paid family and medical leave.