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Form of workJob Description
***While this position is remote, chosen candidate MUST reside in California/Arizona/Idaho/Washington/Utah/Nevada/Oregon***
Job Summary:
The Customer Care Specialist is responsible for delivering best-in-industry service by providing hands-on support to ACE Certified Professionals and candidates focused specifically on customer service-related inquiries. The role regularly interacts with inquiring customers across various types of communication platforms (ex: phone, email, live chat) to identify issues or concerns and provide solutions.
Required Skills
Required Qualifications:
• Experience and proficiency in common computer software programs (ex: Office365, CRMs, etc.) and ability to quickly adapt/learn ACE systems
• Experience in customer service-based role (call center or otherwise) and firm understanding of customer service best practices & principles
• Excellent communicator; ability to communicate effectively both verbally and in writing with various roles across the organization
• Excellent problem-solving skills; ability to identify, analyze, and resolve issues under potentially stressful and 'negative' circumstances
• Proven self-starter; able to work independently, prioritize work effectively, and seek assistance from management as appropriate
Preferred Qualifications:
• Bachelor's Degree
• Experience in health and fitness industry
• Experience with SalesForce.com
• Experience with Live Chat platform(s)
Required Experience
Responsibilities:
• Responsible for effectively and clearly communicating with every customer while providing best-in-industry customer service
• Serves as key point of contact across phone, email, and live chat platforms for all ACE customer service-related inquiries (candidates, existing Pros, etc.)
• Regularly coordinates customer service processes; this includes processing refunds, handling damaged product and shipping requests, BBB inquiries, ADA requests, etc.
• Regularly multi-tasks; the role is often required to carefully balance tasks being completed simultaneously across different platforms
• Manages and accurately records all customer interactions (phone, email, chat, etc.) within CRM platform
• Actively provides feedback and opportunities for improvement to Customer Care Supervisor regarding ACE's customer-service platforms and processes
• Assists in creation and ongoing maintenance of customer service reporting and metrics in collaboration with Customer Care Supervisor
• Demonstrates understanding of all current programs, policies and procedures and the ability to communicate them clearly to customer.
• Assists Customer Care Supervisor (as needed) when collaborating with other departments to solve customer issues, customer escalations, facilitate order fulfillment, and ensure other cross-departmental processes are completed efficiently
• Maintains a commitment to and aligns with ACE mission, vision, values and programs, to successfully lead teams to represent ACE
• Other duties as assigned
***While this position is remote, chosen candidate MUST reside in California/Arizona/Idaho/Washington/Utah/Nevada/Oregon***
Job Summary:
The Customer Care Specialist is responsible for delivering best-in-industry service by providing hands-on support to ACE Certified Professionals and candidates focused specifically on customer service-related inquiries. The role regularly interacts with inquiring customers across various types of communication platforms (ex: phone, email, live chat) to identify issues or concerns and provide solutions.
Required Skills
Required Qualifications:
• Experience and proficiency in common computer software programs (ex: Office365, CRMs, etc.) and ability to quickly adapt/learn ACE systems
• Experience in customer service-based role (call center or otherwise) and firm understanding of customer service best practices & principles
• Excellent communicator; ability to communicate effectively both verbally and in writing with various roles across the organization
• Excellent problem-solving skills; ability to identify, analyze, and resolve issues under potentially stressful and 'negative' circumstances
• Proven self-starter; able to work independently, prioritize work effectively, and seek assistance from management as appropriate
Preferred Qualifications:
• Bachelor's Degree
• Experience in health and fitness industry
• Experience with SalesForce.com
• Experience with Live Chat platform(s)
Required Experience
Responsibilities:
• Responsible for effectively and clearly communicating with every customer while providing best-in-industry customer service
• Serves as key point of contact across phone, email, and live chat platforms for all ACE customer service-related inquiries (candidates, existing Pros, etc.)
• Regularly coordinates customer service processes; this includes processing refunds, handling damaged product and shipping requests, BBB inquiries, ADA requests, etc.
• Regularly multi-tasks; the role is often required to carefully balance tasks being completed simultaneously across different platforms
• Manages and accurately records all customer interactions (phone, email, chat, etc.) within CRM platform
• Actively provides feedback and opportunities for improvement to Customer Care Supervisor regarding ACE's customer-service platforms and processes
• Assists in creation and ongoing maintenance of customer service reporting and metrics in collaboration with Customer Care Supervisor
• Demonstrates understanding of all current programs, policies and procedures and the ability to communicate them clearly to customer.
• Assists Customer Care Supervisor (as needed) when collaborating with other departments to solve customer issues, customer escalations, facilitate order fulfillment, and ensure other cross-departmental processes are completed efficiently
• Maintains a commitment to and aligns with ACE mission, vision, values and programs, to successfully lead teams to represent ACE
• Other duties as assigned
