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.