Customer Care Specialist

Customer Care Specialist I

Duration: 6-month contract, with potential conversion to full-time, based on performance and client need. Location Type: Virtual. Will work 9:00 AM - 6:00 AM EST. Compensation Range: $22.00 HR - $25.00 HR W2 Medical, Dental and Vision benefits are made available after 90 days. There are no additional benefits provided during the contract period (no PTO, no Paid Holidays, etc.)

The Customer Care Specialist I plays a crucial role in assisting customers through various channels, such as inbound calls and support ticketing systems. They focus on establishing and nurturing positive relationships with customers by addressing inquiries related to company products, features, and services. Their responsibilities encompass handling fulfillment, billing, account management, technical, and configuration issues. While adept at resolving common concerns independently, they escalate complex, unexpected, or recurring issues to internal experts to ensure a swift and effective resolution. The Customer Care Specialist I serves as the frontline support, delivering exceptional customer service and contributing to overall customer satisfaction.

Responsibilities:

• Receive and respond to customer requests via the inbound call queue and support ticketing systems.
• Provide an Effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, client software, or other vendor integration points.
• May provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate security tools or processes (i.e., PIN, identifying information) to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.

Qualification:

Required:

• High School Diploma/GED and generally less than 2 years' experience.
• Gains familiarity with Customer Care concepts, procedures, and methodologies.
• With guidance, performs routine customer care agent duties, including:
• Receiving and responding to customer requests,
• Tracking tickets within the customer care system,
• Troubleshooting equipment, software, and compatibility problems
• Documenting customer issues, progress, and status
• Referring complex issues to more senior specialists or management,
• Communicating with product, service delivery, and other cross-functional teams on customer feedback and expectations.

Preferred:

• Automotive industry software support experience
• Contact Center Operations experience (telecom, workforce management, forecasting, call monitoring, etc.)

Education:

• High School Diploma/GED and generally less than 2 years' experience.