Customer Care Specialist

Position Summary

The Customer Care Specialist is the frontline employee for the call center team. Duties include answering inbound phone calls, placing outbound calls to select customers, communicating with customers via email and/or live chat system, scheduling customer appointments appropriately, and communicating with franchisees regarding customer needs resolutions. In addition, the Customer Care Specialist will handle a wide range of office support responsibilities including open/close duties, and other various tasks as assigned by leadership. Must have strong and effective customer communication skills, self-motivated, and capable of making independent decisions. Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Monitor inbound interactions and answer calls as necessary
• Monitor email/form leads and reach out to customers via phone, email, and text chat
• Assign technicians to create jobs and ensure jobs are routed in an efficient manner
• Understand our products inside and out to educate and answer customer questions
• Professionally handle escalated calls
• Deliver excellent customer support through various channels including live chat, email, and phone support
• Customer correspondence utilizing emails, phone calls and text messages for a variety of issues including scheduling, customer service issues, order status, etc.
• Maintaining confidentiality of sensitive and confidential information
• Will be participating and supervising in a wide-range of company projects and events
• Performing other work-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associates Degree in Business Administration, or equivalent preferred
• Previous call center experience with a focus on scheduling and building relationships
• Proficient with computer programs such as MS Office (Excel, Word, PowerPoint, etc.) and Google Suite
• Experience with scheduling software, especially Dispatch a plus
• Experience with customer relationship management software preferred

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to Relocate:

• Plano, TX 75024: Relocate before starting work (Required)

Work Location: In person