Customer Care Representative

Customer Care Representative (Help Desk)

Location: 2-3 days hybrid in Foxboro, MA

Employment Type: Full-Time

Reports to: Manager, Customer Care

About QBS:

Safety-Care® by QBS is a leader in behavioral crisis prevention training. Through our train-the-trainer model, we equip organizations—including schools, healthcare providers, and human services agencies—with the skills to reduce workplace crises and improve care.

Our mission-driven, high-impact team supports more than 250,000 certified professionals nationwide, helping organizations create safer environments for staff and the individuals they serve.

Position Summary

We're looking for a Customer Care Representative to serve as a key point of contact for QBS customers and support a high-quality, responsive customer experience. This role focuses on handling inbound customer inquiries, supporting onboarding and account needs, resolving order and service issues, and partnering closely with internal teams to ensure customers receive timely, accurate support.

The ideal candidate is customer-focused, detail-oriented, and motivated to help others. We're open to candidates with direct customer service or support experience, as well as those looking to bring their strong communication, problem-solving, and relationship-building skills from another customer-facing or service-oriented background. What matters most is that you're curious, coachable, organized, and genuinely motivated to provide excellent support.

What You'll Do:

• Serve as a primary point of contact for customers via phone, email, and live chat.
• Respond to customer inquiries related to accounts, orders, products, and services in a timely and professional manner.
• Conduct account walkthroughs and onboarding tutorials to help new customers get set up successfully.
• Create, update, and maintain accurate customer account records in CRM and support systems.
• Resolve customer complaints and order-processing issues, escalating when appropriate and ensuring full resolution.
• Maintain service-level response expectations and proactively identify and reduce recurring customer issues.
• Develop and maintain strong knowledge of QBS products, services, policies, and workflows.
• Partner with Logistics and Operations teams to resolve delivery, scheduling, and service-related issues.
• Collaborate with Accounting to address billing questions and payment discrepancies.
• Support Sales, Training, and other internal teams to maintain a consistent and positive customer experience.
• Document customer interactions clearly and accurately.
• Create, publish, and maintain Salesforce knowledge base articles to support new features, product updates, and common customer questions, enabling customers to find answers through self-service before submitting a support case.
• Perform other duties as assigned

What Success Looks Like:

• Customers receive timely, accurate, and courteous responses across all support channels.
• New customers are onboarded smoothly and understand how to access and use QBS services.
• Account, order, and billing issues are resolved efficiently with minimal escalation.
• Customer records are consistently accurate and up to date.
• Internal teams experience strong partnership and clear communication.
• Customer satisfaction remains high, with fewer repeat issues and smoother service delivery.
• Knowledge base articles are accurate, timely, and regularly used by customers, contributing to reduced inbound case volume and faster issue resolution.
• Service-level response targets are consistently met, and recurring customer issues decline due to proactive issue identification and resolution.

Qualifications:

• Prior experience in customer service, customer support, education, hospitality, administration, or another customer-facing environment is a plus, but not required.
• Motivated by helping customers and committed to providing responsive, thoughtful, and accurate support.
• Tech savvy and comfortable learning and working across multiple technology platforms; experience with CRM systems or customer support tools (Salesforce preferred) is a plus.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Comfort working independently with minimal supervision.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Fluent in English required; Spanish language proficiency preferred
• Customer-focused mindset with strong problem-solving skills

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development

Compensation:

• $18.00-$22.00/hour (depending on experience)

QBS is an Equal Opportunity Employer. QBS will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. QBS will grant employment, without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law.