Customer Care Representative

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

📋 Description

• Answers or makes calls to customers to understand and address their needs, concerns, or issues related to products or services.

• Responds promptly and accurately to customer inquiries, providing possible solutions, and ensuring that our customers feel appreciated and supported.

• Engages in active listening with customers, confirming or clarifying information, and de-escalating situations when necessary.

• Establishes instant rapport with customers and builds enduring relationships with fellow call center team members based on trust and dependability.

• Effectively utilizes job-specific software, databases, scripts, and tools when addressing a wide range of topics presented by customers.

• Understands and aims to meet or exceed call center performance metrics while delivering consistently excellent customer service.

• Interacts with customers to evaluate their needs and suggests sales recommendations for products or services that may better align with identified customer requirements.

• Participates in training and other educational opportunities to enhance knowledge of the company, products, sales, and services, and performs any other duties necessary to support our vision, fulfill our mission, and uphold our core values.

⛳️ Requirements

• 1-2 years of experience in a customer-facing role managing a range of customer emotions from happy to irate.

• At least 1 year of experience in a high-volume call center environment (60+ calls).

• Must provide examples of de-escalation situations handled and resolutions achieved.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan – with options for pre-tax and Roth post-tax contributions.

• Life Insurance (Voluntary Life & AD&D for both employees and dependents).

• Short and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).