Customer Care Representative

We’re Looking For A: Customer Care Representative

Location: Remote

What You’ll Be Doing:

• Customer Service & Problem Resolution
  • Use multiple systems simultaneously to resolve customer inquiries efficiently
  • Research and reconcile problems by clarifying the customer’s concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily
  • Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction
  • Correct/update customer information accurately as needed to ensure current and reliable records
  • Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records
  • Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience
  Sales, Retention & Revenue Growth
  • Engage customers in reconsidering cancellation by highlighting benefits, reinforcing value, and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction
  • Identify upsell and cross-sell opportunities during service interactions by recognizing customer needs and recommending relevant products, services, or upgrades that add value
  • Convert inbound inquiries into revenue by confidently presenting offers, handling objections, and guiding customers toward a purchase decision
  • Meet or exceed individual and team sales targets, retention goals, and contact center performance metrics to drive revenue and uphold service quality
  • Efficiently fulfill customer order requests to enhance their experience, encourage repeat business, and identify opportunities for add-on sales
  Feedback & Process Improvement
  • Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction
  • Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• High School Diploma or GED
• 1-2 years in a customer service role
• 1 year customer service in a Contact Center setting (preferred)
• Proficiency using windows-based applications, Google Suite, and Microsoft Office software (preferred)
• Working knowledge of call center systems and/or workflows (preferred)

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.