Customer Care Specialist

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

📋 Description

• Deliver timely and professional assistance through phone, email, and chat channels.

• Diagnose and address inside sales, billing, and account-related challenges.

• Address customer issues, escalating or redirecting them as needed.

• Inform customers about product features, best practices, and available resources.

• Act as a reliable point of contact for customers across all interactions.

• Develop and nurture customer relationships while addressing account needs.

• Recognize trends, recurring problems, and feedback to enhance processes and products.

• Suggest suitable products or solutions to both prospective and existing customers.

• Follow up on leads, demo requests, and incoming inquiries to enhance conversion and adoption rates.

• Assist with account creation, product registration, onboarding, and upgrades.

• Promote additional services, training options, and solutions.

• Manage entitlement, account updates, and coordination within internal systems.

• Log customer interactions and results in Zuora and Salesforce.

• Keep precise records of communications, orders, and service activities.

• Organize training and follow-up activities for customers.

• Collaborate with sales, support, product, and implementation teams.

• Contribute to improvements in processes, workflow efficiencies, and service quality.

• Assist in achieving departmental goals and participating in special projects.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Bachelor's degree or relevant experience is preferred.

• 2+ years of experience in customer service, technical support, sales, or account management, or a suitable combination.

• Strong focus on customer service with a proven ability to meet or surpass quality expectations.

• Exceptional written and verbal communication skills, along with strong interpersonal abilities.

• Excellent problem-solving, analytical, and organizational skills.

• Capability to handle multiple priorities in a fast-paced setting.

• Experience with CRM systems like Salesforce and Microsoft Office tools is preferred.

• Familiarity with software solutions and a quick learning ability for new technologies.

• Knowledge of insurance claims processes or property estimating solutions is advantageous.

• May require occasional extended hours or flexibility in scheduling based on customer needs.

🏝️ Benefits

• Eligible for performance bonuses in addition to base salary.

• Health Insurance coverage.

• Retirement Plan options.

• Disability benefits provided.

• Paid Time Off program available.

• Flexibility in work arrangements.

• Access to support, coaching, and training.

• Continuous training and knowledge-sharing initiatives.