Customer Care Specialist

Company Description

The Opportunity:

Elemental Brands, formerly known as Elemental LED, is a leading U.S. based engineering and technology company that creates, develops, manufactures, markets and sells innovative, configured and integrated LED lighting solutions. The Economic Development Authority of Western Nevada (EDAWN) has awarded Elemental Brands as the "Company of the Year - Large" at the 7th Annual EDAWN Existing Industry Awards event, and "Employees First - Large" at the 10th Annual EDAWN Existing Industry Awards event.

What You'll Do:

As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email. The hours for this full-time role are Monday through Friday, with a start time between 6:00 am to 8:30 am.

Job Description

• Responds to customers via phone, email, and chat
• Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
• Triages customers appropriately and/or takes messages
• Documents conversations concisely yet with enough detail that others can understand what transpired
• Actively engage with clients' situations and diffuse escalations as needed
• Precisely document conversations with customers in the company system(s) as required
• Follow up with inquiries by making outbound calls and emails when necessary
• Courteously and effectively communicate appropriate information to fellow team members and or members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
• Provide customers with inventory requests upon request
• Create a bill of materials/quote for the customer's review
• Learn, understand, and follow policies and procedures put into place by Elemental Brands management and relay them appropriately to customers
• Continuous and proactive learning of new and updated products
• Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)
• Accept feedback from peers and management and implement suggestions as requested
• Maintain a high level of client and company confidentiality
• Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team
• Performs related duties as required

Qualifications

• High School Diploma/GED or equivalent training and experience
• Minimum of one (1) year of experience in a customer service setting
• Call center experience and knowledge of or interest in lighting technology are preferred, but not required
• English usage, grammar, spelling, vocabulary, and punctuation
• Ability to educate customers by phone, chat, and email on the proper usage of products
• Ability to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videos
• Ability to multitask
• Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer's specific needs
• Knowledge of lighting industry standard verbiage
• Knowledge of all platforms used to include, but not limited to:
  • Fishbowl
  • Configure One
  • Magento
  • Google Docs / Sheets
  • RingCentral
  • Zendesk
• Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl

We Are Looking for Someone Who:

• Truly wants to help people
• Thrives in a fast-paced environment; learns and synthesizes information quickly
• Is adaptable and flexible
• Is a dependable professional who enjoys interacting with customers by phone
• Has excellent follow-up, organizational, and time management skills
• Works quickly and efficiently with a high degree of quality
• Ability to educate customers by phone, chat, and email on the proper usage of products
• Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos
• Ability to multitask

Call center experience and knowledge of or interest in lighting technology is preferred, but not required.

Apply now by submitting your resume! We're constantly on the lookout for new talent to join our team. If you seek a supportive environment that prioritizes your growth and development, begin your career with us today. Your success drives the success of our customers!

Additional Information

All your information will be kept confidential according to EEO guidelines.

The Perks and Benefits:

• Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer), available first of the month, following the date of hire
• Company-matched 401(k) Plan, at 5%, no vesting schedule
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Three Paid Flexible Holiday per year
• Seven Paid Holidays
• Pre-Tax Flexible Spending Accounts (FSA) and Health Savings Account (HSA) - $200 annual employer contribution
• Career Development Plan Program
• Discounted Corporate Gym Membership at South Reno Athletic Club
• Tuition Assistance
• Employee Discount
• Monthly Birthday Lunch Celebrations
• On-site Snacks and Beverages
• Employee Referral Bonus Program

About Us:

Visit us at or call View phone number on click.appcast.io.