Customer Care Specialist

Company DescriptionThe Opportunity:At Elemental Brands, our success starts with our people. Every day, our engineers, innovators, creators, and problem-solvers work together to develop and deliver innovative LED lighting solutions through Diode LED®, Lucetta®, Lucetta CI®, Gammalux®, and Elemental LED®. Together, we're driving innovation and helping define the future of the low-voltage linear lighting industry.That same spirit of innovation and collaboration shapes everything we do. We encourage curiosity, continuous learning, and fresh ideas across every department, empowering employees to grow their careers, make meaningful contributions, and help shape the future of lighting.Recognized by EDAWN as “Company of the Year – Large” and “Employees First – Large,” and by the University of Nevada, Reno as “Graduate Employer of the Year,” Elemental Brands is proud to be an award-winning workplace where people come first, innovation thrives, and careers flourish.Job DescriptionAs 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.Responds to customers via phone, email, and chatEffectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional mannerTriages customers appropriately and/or takes messagesDocuments conversations concisely yet with enough detail that others can understand what transpiredActively engage with clients' situations and diffuse escalations as neededPrecisely document conversations with customers in the company system(s) as requiredFollow up with inquiries by making outbound calls and emails when necessaryCourteously 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 requestCreate a bill of materials/quote for the customer's reviewLearn, understand, and follow policies and procedures put into place by Elemental Brands management and relay them appropriately to customersContinuous and proactive learning of new and updated productsSupport teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)Accept feedback from peers and management and implement suggestions as requestedMaintain a high level of client and company confidentialityAppropriately escalates more complex and/or sensitive customer issues to the Leadership TeamPerforms related duties as requiredQualificationsHigh School Diploma/GED or equivalent training and experienceMinimum of one (1) year of experience in a customer service settingCall center experience and knowledge of or interest in lighting technology are preferred, but not requiredEnglish usage, grammar, spelling, vocabulary, and punctuationAbility to educate customers by phone, chat, and email on the proper usage of productsAbility to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videosAbility to multitaskAbility to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needsKnowledge of lighting industry standard verbiageKnowledge of all platforms used to include, but not limited to:FishbowlConfigure OneMagentoGoogle Docs / SheetsRingCentralZendeskKnowledge of sales order, RMA, shipping, customer, and project modules in FishbowlWe Are Looking for Someone Who:Truly wants to help peopleThrives in a fast-paced environment; learns and synthesizes information quicklyIs adaptable and flexibleIs a dependable professional who enjoys interacting with customers by phoneHas excellent follow-up, organizational, and time management skillsWorks quickly and efficiently with a high degree of qualityAbility to educate customers by phone, chat, and email on the proper usage of productsAbility to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videosAbility to multitaskCall 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 InformationAll 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 hireCompany-matched 401(k) Plan, at 5%, no vesting schedulePaid Time Off (PTO)Volunteer Time Off (VTO)Three Paid Flexible Holiday per yearSeven Paid HolidaysPre-Tax Flexible Spending Accounts (FSA) and Health Savings Account (HSA) - $200 annual employer contributionCareer Development Plan ProgramDiscounted Corporate Gym Membership at South Reno Athletic ClubTuition AssistanceEmployee DiscountMonthly Birthday Lunch CelebrationsOn-site Snacks and BeveragesEmployee Referral Bonus Program About Us:Visit us at or call View phone number on click.appcast.io. Compensation: USD 22.00 - USD 24.00 - hourly