Customer Care Specialist

Customer Support Specialist

The Customer Support Specialist's responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Roles & Responsibilities:

Assist current and future customers by answering product, service, and shipping questions while suggesting information about other products and services.

Create and maintain accurate customer records by recording precise notes and tagging tickets correctly.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Prepare product and service reports by collecting and analyzing customer information.

Contribute to team effort by accomplishing related results as needed.

Continuously meet metrics on all required weekly stats and Simple Weekly Performance Review.

Multitask efficiently answering inquiries via phone, email, and chat simultaneously.

Participate in regular team meetings.

Provide World Class Customer Service to our D2C customer base by displaying an informed, empathic, and professional image to Charlotte's Web consumers. Resolve consumer product or service concerns by clarifying the customer's conflict, determining the cause, identifying and explaining the best solution, expediting correction or adjustment when needed, and following up to ensure customer satisfaction.

Meet or exceed sales goals by upselling consumers on current orders or cross-selling recommended product combinations.

Log all inbound calls, including the category and subcategories to meet the company initiative to meet the customer service KPI of 98.5%.

Answer phones as allocated, to meet the team answer rate average of 90%.

Independently determine the best offer available to customers considering promotions and rewards points.

Support consumer chats, and ensure resolution in less than 24 hours.

Identify and drive resolution to system issues, website gaps as well as promotional challenges that interfere with a seamless customer experience.

Achieve positive feedback on customer satisfaction surveys offered after each customer interaction.

Process customer returns in a timely manner, ensuring the team meets "SOX" requirements. Escalate consumer quality complaints to Safety Call, and provide required documentation to the Quality team.

Other duties as assigned.

Education & Experience:

High School Diploma or GED equivalent

2-3 years' experience working in customer care/service or a similar role

Functional/Technical Knowledge, Skills & Abilities:

Exceptional interpersonal skills for internal and external relationship-building

Demonstrate professional customer service skills: solutions mindset, helping to nurture a passion for customer service

Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable

Be an innovative thinker and have excellent communication (internal/external and written/verbal) and presentation skills

Demonstrates passion for and ability to make customer satisfaction a priority; empathetic and courteous to all and able to handle difficult customers with respect

Demonstrated technical problem-solving abilities.

Has influencing skills and ability to build professional working relationships with peers and team

Highly organized and efficient, with a proven ability to think strategically

Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks

Benefits:

Charlotte's Web offers a diverse, quality work environment, a great compensation package, and a comprehensive benefits package. Our benefits include medical/dental/vision insurance, pet insurance, 401K match, short term disability, paid days off, and sick time. We are an Equal Opportunity Employer. Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results.