Customer Care Specialist I, Part-Time 11am - 3pm CST

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

📋 Description

• Manage incoming and outgoing calls, emails, and/or chats from program participants regarding their questions, challenges, and service requirements.

• Respond to participant inquiries in a friendly and welcoming manner.

• Provide feedback to the manager aimed at enhancing customer satisfaction.

• Achieve and maintain level 1 training objectives and performance targets.

• Employ active listening and questioning techniques to facilitate effective communication.

• Take responsibility for participant interactions and ensure appropriate follow-up and satisfaction.

• Accurately document inquiries in the relevant software systems and participant records in a timely manner.

• Investigate participant requests, inquiries, and issues using available resources.

• Collaborate with other ITA Group departments to resolve issues before escalating to management.

• Assist in the implementation of new incentive, recognition, travel, or miscellaneous programs by reviewing the CRM platform and suggesting modifications.

• Work alongside the Manager and QA Analyst to ensure that approved changes are executed.

• Carry out other assigned tasks and conduct research on performance marketing industry information and travel destinations during downtime.

• Adhere to policies, procedures, and internal controls that prohibit unfair, deceptive, or abusive practices.

⛳️ Requirements

• An Associate's or Bachelor’s degree is preferred OR one to two years of customer service experience, ideally in the performance marketing or service-related field.

• Strong organizational and time management abilities.

• Exceptional problem-solving and decision-making skills, with the capacity to think swiftly.

• Professional demeanor accompanied by a strong work ethic and conscientiousness.

• Proficient in utilizing various Windows-based software applications.

• Capability to type at least 40 words per minute.

• Ability to identify and resolve more complex issues while exercising sound judgment within established parameters.

• Skill in establishing and maintaining positive working relationships with internal/external employees, participants, vendors, and other contacts.

• Capacity to manage multiple interruptions and adapt priorities throughout the day.

• Effective oral and written communication skills.

• Ability to collaborate effectively within a team environment.

• Excellent listening abilities.

• Proficiency in communicating with diverse, irate, or disgruntled individuals in a calm and effective manner.

• Ability to listen, understand, and promptly respond to customer needs.

• Willingness to dedicate the necessary time to complete projects and/or meet deadlines.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holidays.

• Retirement savings plan with company match.

• Opportunities for professional development and growth.

• Flexible work environment.