Customer Care Agent

About the role

The Customer Care Agent at Cincy Connect Services takes ownership of customer resolution within customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on customer care case handling with decisions grounded in current records rather than memory or guesswork. Quality is measured by accurate resolutions that others can act on, with unresolved items documented rather than guessed.

Responsibilities

• Coordinate workflow by helping the team escalate complex cases with sufficient context for the next owner.
• Handle assigned customer or client requests as part of the workflow.
• Maintain workflow by reviewing available case history before responding.
• Resolve routine issues within approved authority.
• Document commitments and next actions for traceability.

Skills

• Use Customer Support and Escalation Management tools confidently.
• Apply Account Review without losing track of exceptions, owners, or deadlines.
• Document client communication clearly so teammates can follow the reasoning.
• Exercise sound judgment, especially when escalation is required instead of assumption.

Employment Overview

Full-time, entry-level position. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.