Customer Care Representative

Job Description

Job Description

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain the highest levels of customer happiness and satisfaction.

We're Looking For A: Customer Care Representative

Location: Remote (Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming)

Training Schedule: Paid virtual training (4-5 weeks)

• 8:00 AM to 4:30 PM MST Monday-Friday

Call Center Hours of Operation: All shifts include working both weekend days

• 7:00AM-6:00PM MST Monday-Friday
• 7:00AM-5:00PM MST Saturday/Sunday

The Golden Difference. How are we different from other companies?

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (You're part owner of GCC). Learn more.
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days/48 hours of paid sick time plus holidays
• Internet reimbursement
• Massive room for professional growth and results-based pay increases
• Actually fun virtual & in-person events 

What You'll Be Doing:  At Golden Customer Care, our mission is to not just meet but exceed customer expectations by prioritizing their needs and delivering exceptional experiences. As a vital part of our contact center operations, you'll be the frontline representative, assisting customers with inquiries about products, shipping, billing, and order placement. We set high standards for ourselves, aiming to excel in quality assurance, customer satisfaction scores, schedule adherence, call duration, and customer retention. Your ability to consistently provide outstanding customer service is paramount. Collaboration and teamwork within the GCC team are essential to achieving our customer satisfaction goals. While this is primarily a customer service role, successful representatives are comfortable discussing products, making personalized recommendations, and helping retain customers through consultative conversations. Representatives are expected to identify opportunities to save subscriptions, promote relevant offers, and support company revenue objectives while maintaining a customer-first experience.

• Use multiple systems simultaneously to resolve customer inquiries efficiently
• Research and reconcile problems by clarifying the customers concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily
• Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction
• Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable
• Correct/update customer information accurately as needed to ensure current and reliable records
• Document customer requests and actions taken on the customer's account to ensure comprehensive and precise account records
• Efficiently fulfill customer order requests to enhance their experience and encourage repeat business
• Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience
• Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction
• Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction
• Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don't tick ALL of these boxes.):

• Customer Service Orientation: Displays a strong orientation towards providing exceptional customer service, understanding, and meeting customer needs, ensuring satisfaction, and resolving issues professionally and promptly 
• Phone Etiquette: Exhibit a strong understanding of phone etiquette in all customer interactions
• Technical Skills: Demonstrate proficiency in relevant tools, software, or equipment necessary for the role, ensuring efficient and effective task execution, must be familiar with basic computer applications such as email, word processing, web browsers and computer equipment
• Confidentiality: Maintain strictest confidentiality and discretion regarding customer information
• Critical Thinking and Problem Solving: Demonstrate strong critical thinking skills to effectively analyze and solve problems
• Communication Skills: Demonstrates strong written and oral communication skills
• Adaptability: Thrive in a fast-paced environment by quickly adapting to changing circumstances
• Work Independently: Capacity to work autonomously and effectively manage tasks in a remote environment
• Dependability: Demonstrates excellent attendance & punctuality, regular attendance is essential
• Flexibility: Able to work additional hours based on the business needs
• Attention to Detail: Possess strong attention to detail & ensures accuracy 
• Stress Management: Effectively cope with typical job-related stressors
• Relationship Building: Establish and maintain effective working relationships with colleagues and customers 
• Company Values & Environment: Contributes to positive working environment, exemplify company values of integrity, celebrate people & have fun, transparency, & communication
• High School Diploma or GED
• 1-2 Years in a Customer Service Role
• 1 Year Customer Service in a Contact Center Setting (preferred)
• Proficiency using windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs such as Excel and Word (preferred)
• Working knowledge of call center systems and/or workflows (preferred)

 

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

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