Customer Care Specialist I

Customer Care Specialist 1

The Customer Care Specialist 1 is the first point of contact for customers calling or emailing Tech24 to request service. This role takes inbound calls and inbound service request emails throughout the entire shift and logs every request accurately in Global Edge. The role is fast paced and high volume by design. Someone who wants a role centered mainly on data entry and typing, without wanting to be on the phone most of the day, will not be a fit here.

This is not a dispatcher role and it is not the Account Coordinator role. The Customer Care Specialist 1 gathers the right information and routes the request to the correct team or operating company. Deeper account problem solving sits with the Account Coordinator, a role this position is designed to feed into over time.

Responsibilities

• Answer inbound phone calls and inbound emails requesting service, all day, every shift
• Create and log every service request accurately and quickly in Global Edge
• Ask the right first questions on every call: what is broken, how quickly the customer needs someone on site, and who will be paying for the service
• Understand the basic difference between a customer paying the bill directly and a manufacturer or distributor paying under warranty, and apply that understanding to how the request is logged
• Recognize which operating company should receive a given request, for example routing a request in Iowa to ESI, and route it correctly
• Multitask between an active phone call and accurate data entry without slowing either one down
• Work at least one weekend per month as part of a shared team rotation

What Makes Someone Successful in This Role

• A clear, pleasant, easy to understand phone voice. Leadership regularly reviews call recordings, and a caller should always be able to understand exactly what this person said
• Fast, accurate typing and data entry. This is one of the most important requirements for the role, since the person is entering information in Global Edge while still actively on the call
• Comfort with a high volume of back to back inbound calls and emails for a full shift
• Willingness to learn the basics of warranty coverage and Tech24 operating company structure
• Reliability with weekend rotation coverage

Qualifications

• Prior call center or customer service experience is helpful but not required. Tech24 will consider candidates new to this type of work as well as experienced candidates
• Demonstrated typing speed and data entry accuracy. Candidates should expect to complete a typing assessment as part of the interview process
• Strong verbal communication skills
• Ability to work a flexible schedule that includes at least one weekend per month

Growth Opportunity

This role is a proven feeder into the Account Coordinator role. Everything a Customer Care Specialist 1 learns about requests, warranty situations, and operating company structure carries directly into that next role, and Account Coordinators regularly support and mentor newer Customer Care Specialists. Strong performers in this role have a clear, quick path to grow into Account Coordinator.

Tech24 is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.