Customer Care Representative

**Job Title: Customer Care Associate**

**Salary: $20-$22/hr**

**Job Summary:**

We are seeking a friendly and dedicated Customer Care Associate to join our team! In this role, you will be the heart of our customer service efforts, providing exceptional support to both our external and internal customers. Your primary responsibilities will include addressing product inquiries, resolving service issues, and ensuring customer satisfaction in a timely and professional manner. You will play a crucial role in fostering customer loyalty, building trust, and supporting our field technicians. We value your contributions to meeting our company goals and maintaining the high standards of service that define our organization.

To thrive in this position, you should be able to perform each essential job duty effectively. The qualifications listed below represent the knowledge, skills, and abilities required. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform essential functions.

**Essential Functions and Responsibilities:**

- Demonstrate proficiency in our computer programs, databases, and applications (e.g., NAV, Manitou, Microsoft Office, remote desktop services, phone systems, tablets, etc.).
- Engage with customers to build and maintain relationships while ensuring company profitability.
- Address customer service or billing complaints by facilitating merchandise exchanges, refunds, or bill adjustments.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders using computer systems.
- Provide support to field technicians by assisting with troubleshooting information.
- Make or receive calls, emails, or web submissions to customers to address their needs, concerns, or issues with products or services.
- Respond to customer inquiries efficiently and accurately, ensuring customers feel heard, supported, and valued.
- Practice active listening with customers, confirming or clarifying information, and diffusing situations with frustrated customers as needed.
- Build lasting relationships with customers and fellow Customer Care team members based on trust, reliability, and excellent service.
- Utilize software, databases, scripts, and tools effectively to enhance customer interactions.
- Strive to meet or exceed Customer Care metrics while delivering consistent, high-quality customer service.
- Suggest or recommend products or services that may better meet customer needs and preferences.
- Maintain accurate records of customer interactions, inquiries, complaints, comments, and actions taken.
- Participate in ongoing training and learning opportunities to enhance your knowledge of the company and position.
- Refer unresolved customer issues to appropriate departments for further investigation and resolution.
- Adjust your work schedule as needed to ensure adequate staffing during core business hours.
- Follow all company policies, procedures, and guidelines.
- Perform additional duties as assigned by management.

**Education/Experience:**

- High School Diploma or equivalent is required.
- Previous customer service experience is required.

**Knowledge/Skills/Abilities:**

- Excellent customer service skills.
- Strong listening skills with an empathetic voice and manner.
- Proficiency in Excel and Word.
- Exceptional written and verbal communication skills.
- Ability to use office equipment such as telephones, fax machines, and printers.
- Organized and detail-oriented.
- Adaptability to change.
- Strong computer and typing skills.
- Ability to thrive in a fast-paced environment while multitasking and maintaining a focus on the customer.
- Familiarity with the products and services offered.

**Licenses/Certifications:**

- Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation.
- Maintain a valid driver's license, an insurable driving record, and be capable of driving for company assignments.

**Physical Demands:**

To perform this job successfully, an individual must be able to satisfactorily perform each essential job duty. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

- Sitting
- Fine dexterity
- Talking
- Hearing
- Vision

**Work Environment:**

The work environment characteristics described here represent those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. We maintain a quiet, non-smoking office environment.

**Company Benefits:**

We believe in providing a generous and comprehensive benefits package that includes:

- Health, dental, vision, and life insurance
- 401(k) plan with a generous company match
- Paid Parental Leave Program
- Company-paid short-term disability program
- Paid time off and holiday pay
- Company-sponsored events (friends and family welcome!)
- Continuous professional development opportunities
- A fun, positive, and high-energy work environment

If you are passionate about providing outstanding customer service and want to be part of a supportive team, we encourage you to apply!
Employment Type: Full-Time
Salary: $ 20.00 22.00 Per Hour