Customer Care Specialist I

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• Address customer inquiries through phone, email, and chat promptly and in a professional manner.

• Manage and respond to customer requests via the incoming call queue and support ticketing systems.

• Deliver an Effortless Customer Experience: Engage with customers by asking questions and actively listening to their concerns, while consistently showing respect and empathy.

• Offer Tier 1 support by resolving standard and recurring issues related to the customer's configuration, such as password resets or answering fundamental questions about the solution.

• Provide individualized training for new and/or existing customers as necessary while assisting with support issues to enhance customer satisfaction.

• Utilize appropriate internal and security tools or processes (i.e., PIN, identifying information) to evaluate customer records or other electronic data.

• Record customer inquiries, their status, and the resolutions provided.

• Collaborate with other teams when required and ensure follow-up with customers to achieve satisfactory issue resolution.

⛳️ Requirements

• High school diploma or equivalent; an Associate's or Bachelor's degree is a plus.

• Demonstrated experience in customer support or client service.

• Proficient in handling phone and email communications, with strong active listening skills.

• Knowledge of CRM systems and best practices.

• Customer-focused with the ability to adapt and respond to various personality types.

• Exceptional communication and problem-solving abilities.

• Capability to multitask, prioritize, and manage time efficiently.

• Experience in [industry-specific] customer service.

• Technical support experience is a plus (if applicable).

🏝️ Benefits

• Healthcare Coverage for you and your family, including Medical, Dental & Vision.

• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA).

• Generous Paid Time Off (PTO).

• Pet Insurance.

• Retirement Planning support.

• Identity Theft Insurance.

• Life and Disability Insurance.

• Commuter Benefits.

• Accident & Hospital, Critical Illness Insurance.

• Tuition Reimbursement.