Customer Care Specialist - Residential

Customer Care Specialist - Residential

O Fallon - O Fallon, MO 63366

Overview

Position Type: Regular Full Time Job Shift: Day Education Level: High School/GED Category: Customer Service/Support

Description

The Customer Care Specialist is a highly skilled account coordinator that focuses on the overall case process for our luxury product line, providing white-glove customer service. In this position, the specialist will support elevated case management. They will have the knowledge and skills that align with the account coordinator role. This position will collaborate and build positive relationships with internal departments, product owners, refrigeration service providers, and sales team.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Understand delivery/performance issues with sales representatives and service/warranty departments.
• Support cases for resolution of issues with heavy emphasis on unit repair along with internal and external customer satisfaction.
• Assist in development of installer resources.
• Process service company and installer invoices.
• Coordinate delivery, installation, and returns.
• Develop, maintain, and provide reports to management (as requested).
• Understand, review, and support return requests.
• Perform Account Coordinator responsibilities, including but not limited to proficiency in order entry system, returns program, and maintain customer relationship database (Salesforce), inventory availability, understanding pricing structures, distribution centers, shipment coordination.
• Quote lead times and delivery dates for product not in stock (both factory and warehouse).
• Maintain up to date knowledge of available products, services, and country-specific requirements through company training sessions and effective use of available resources.
• Crosstrain on the function of Warranty as it pertains to True Caliber.
• The Customer Care Specialist is an office-based role. Regular, predictable on-site attendance is required. Eligibility for up to one (1) remote workday per week may be permitted, subject to business needs and departmental guidelines.
• Perform core job responsibilities through regular in-person collaboration, including participation in meetings, team discussions, and cross-functional coordination.
• Collaborate with fellow team members and leadership in a shared work environment to support innovation and timely decision-making, problem-solving, and operational effectiveness.
• Maintain a consistent on-site presence to support and respond to day-to-day business needs, including attendance of scheduled meetings and real-time collaboration as needed to ensure alignment of department and company priorities.
• Meet regularly with manager in-person to align on workload, priorities, performance, and ongoing professional development.

Qualifications

• High School diploma or general education degree (GED) required.
• Two or more years of related experience required.
• Provide effective, thorough, and clear communication both verbally and written.
• Excellent organizational skills with the ability to prioritize, work in a fast-paced environment, meet deadlines
• Listen, analyze, and effectively resolve concerns
• Maintain professionalism, perform accurate and detailed work in high pressure situations, and escalate to management when appropriate.
• Team focused but can work independently with strong understanding of processes and procedures.
• Knowledge of True Caliber product line and processes.

The hours for this position are 8:30am - 5:00pm, Monday through Friday.

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.