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

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:

• 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.):

• 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 (Excel, Word) (preferred)
• Working knowledge of call center systems and/or workflows

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

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