Client Care Specialist (100% Remote)

About Us

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We deliver easy-to-use, cutting-edge technology to our primarily senior customer base, including near real-time phone captioning that allows individuals with hearing loss to see what callers are saying. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism.

About the Role

The Client Care Specialist serves as the front line of customer engagement, delivering high-quality support across inbound and outbound phone, chat, and email channels. This role supports organizational success by providing timely responses and expert guidance on ClearCaptions products and features, enhancing customer satisfaction and retention. The specialist manages customer interactions within the Salesforce CRM system, ensuring accurate data entry and adherence to standard operating procedures.

Responsibilities

• Handle inbound and outbound phone contacts, as well as chat and email services, with outbound contacts supported by an automated dialer in some instances.
• Provide feature training related to ClearCaptions products and services to customers.
• Offer installation support to new customers and installers, ensuring a welcoming experience.
• Meet or exceed weekly and monthly performance metrics related to service level, first call resolution, and customer satisfaction.
• Manage customer interactions within Salesforce CRM, ensuring accurate data entry and adherence to standard operating procedures.
• Respond to customer frustration with empathy and reassurance, aligning solutions to individual needs and concerns.
• Simplify technical issues by providing calm, solution-focused guidance tailored to each customer’s comfort level and learning style.
• Identify and resolve recurring customer issues by taking ownership and follow-through, helping to reduce repeat contacts and build customer confidence.
• Collaborate with peers and leadership to improve outreach strategies and customer experience flows.
• Perform other duties as assigned.

Requirements

• A high school diploma or equivalent is required.
• A minimum of two (2) years of experience in customer service is required.
• A genuine desire to help customers feel supported, heard, and successful by adapting pace and style to meet the customer’s needs.
• Strong listening skills with a track record of identifying customer needs, resolving issues, and recommending relevant solutions.
• Experience conducting needs-based conversations that connect customers with solutions, helpful tools, or product enhancements.
• Ability to balance empathy with time management to meet both customer and operational goals.
• Proven ability to take ownership of customer issues, driving resolution from initial contact through follow-up to ensure a seamless experience.
• Demonstrates a growth mindset by adapting to new tools, seeking feedback, and continuously learning in a changing environment.
• Maintains professionalism and a solutions-focused approach during high-pressure or emotionally sensitive interactions.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, able to handle multiple priorities with demanding timeframes.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Willingness and ability to work flexible schedules, including evenings and weekends as needed.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred Qualifications

• Strong working knowledge of Salesforce or other CRM tools.
• Basic telephone technology experience.

Physical Demands

Primary functions require the ability to communicate effectively and clearly over the phone with individuals suffering from hearing loss. Employees must use a company-provided or approved headset to maintain audio quality in our call center environment. Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Work Environment

100% remote. Work environment is at home.

Pay

$19.00 to $20.00/hour determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs.

Benefits

For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.