Customer Care Specialist

Customer Care Specialist

The Customer Care Specialist is responsible for building and maintaining strong, service-focused relationships with Hawks customers. This role ensures a high-quality customer experience, supports retention, identifies growth opportunities, and serves as a key liaison between customers and internal service teams.

Essential Duties & Responsibilities

Customer Engagement & Experience

· Regularly engage with assigned customers to deliver a consistent, "best-in-class" service experience.

· Serve as a customer advocate while maintaining professionalism and alignment with Hawks' service standards.

· Communicate with customers through designated channels (phone, email, Teams) based on their service tier and needs.

· Respond to customer inquiries promptly with accurate, positive, and knowledgeable communication.

· Document all customer interactions, issues, and resolutions in Hawks' CRM.

Issue Resolution & Escalation

· Conduct detailed investigations into customer issues, gathering all relevant information and performing thorough fact-finding.

· Collaborate with the Service Manager, Customer Experience Team, and other departments to resolve customer concerns.

· Escalate issues appropriately to leadership (Service Manager, General Manager, VP) when needed.

· Track recurring issues and provide feedback to leadership to support continuous improvement.

Customer Feedback & Satisfaction

· Monitor customer feedback trends and identify opportunities to improve service delivery.

· Respond to all customer surveys with less-than-perfect ratings to understand concerns and drive corrective action.

· Follow up on surveys indicating interest in additional services and route leads to management.

Contract Renewal & Retention

· Review upcoming contract renewals for assigned customers.

· Contact customers 90 days prior to renewal to assess satisfaction and confirm continued service needs.

· Receive and review all contract cancellation notices; investigate cancellation reasons when not provided.

· Conduct follow-up outreach to customers who cancelled within the past 6 months to attempt re-engagement.

Growth & Proactive Outreach

· Promote Hawks' available services, capabilities, and new office locations to customers.

· Identify opportunities for expanded service offerings and communicate them to the appropriate internal teams.

· Support special projects assigned by the manager, which may evolve into ongoing responsibilities.

What Success Looks Like

· Customers feel supported, informed, and valued.

· Issues are resolved quickly, accurately, and thoroughly.

· Renewal rates remain strong, with proactive outreach preventing avoidable cancellations.

· Customer feedback is used to improve service delivery and strengthen Hawks' reputation.

· Opportunities for additional services are identified and routed effectively

Requirements

Qualifications

· Experience in customer service, customer care, account coordination, or related roles (industry experience preferred but not required).

· Strong communication and relationship-building skills.

· Ability to manage multiple customer needs in a fast-paced environment.

· Strong problem-solving skills with the ability to conduct detailed fact-finding.

· Proficiency with CRM systems and documentation practices.

· Ability to work independently while collaborating effectively with internal teams.