Customer Care Specialist

Job Description

Job Description

Customer Care Specialist – Morning Shift

Shift: 5:00 AM – 1:30 PM, including one weekend shift per week Employment Type: Temporary, with conversion to permanent for the right candidate Overtime: Periodic overtime may be required, including mandatory overtime, based on operational demand

Position Summary

The Customer Care Specialist serves as the critical link between our customers and our technical support and field operations teams, ensuring issues are diagnosed, escalated, and resolved efficiently. This role combines customer service, technical troubleshooting, and dispatch coordination in a fast-paced communications environment.

Key Responsibilities

• Act as the primary point of contact between customers and internal technical support teams to drive timely issue resolution.
• Create, manage, and update work orders within the ticketing system to dispatch field technicians as needed.
• Monitor the Central Management System (CMS) in real time, identifying errors and routing them to the appropriate field technicians or internal departments.
• Respond promptly to inbound communications from field technicians via phone, text, and email.
• Triage and respond to escalated issues from internal stakeholders and external partners via phone and email.
• Collaborate with peers and contribute to ongoing peer-to-peer training and knowledge sharing.

Qualifications

Required

• High school diploma or equivalent
• Prior technical support or customer care experience, preferably within the communications or mass media industry in an office setting
• Demonstrated technical problem-solving skills, particularly in supporting field technicians
• Working knowledge of PC hardware, gained through hands-on experience or formal training
• Proficiency with Microsoft Office, including Outlook and Excel
• Ability to work the assigned morning shift, including weekend coverage, with flexibility for overtime as business needs require

Preferred

• Formal technical support training or equivalent professional experience
• Experience operating within a ticketing or dispatch management platform

Work Environment

This position is based in a professional office environment and requires sustained focus, strong communication skills, and the ability to manage multiple priorities simultaneously across phone, email, and messaging channels.

\nCompany Description

ESP Enterprises, Inc. is leading provider of resources in the public transportation industry.

Company Description

ESP Enterprises, Inc. is leading provider of resources in the public transportation industry.