Customer Care Representative

About the role

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we maintain the highest levels of customer happiness and satisfaction.

Location

• Remote (Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming)

Training Schedule

• Paid virtual training (4–5 weeks)
• Monday–Friday, 8:00 AM to 4:30 PM MST

Call Center Hours of Operation

• All shifts include working both weekend days
• Monday–Friday: 7:00 AM–6:00 PM MST
• Saturday–Sunday: 7:00 AM–5:00 PM MST

The Golden Difference

• Medical, dental, and vision insurance at no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (you’re part owner of GCC)
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days/48 hours of paid sick time plus holidays
• Internet reimbursement
• Massive room for professional growth and results-based pay increases
• Fun virtual & in-person events

What You’ll Be Doing

• Serve as the frontline representative assisting customers with inquiries about products, shipping, billing, and order placement
• Prioritize customer needs and deliver exceptional experiences to exceed expectations
• Aim for excellence in quality assurance, customer satisfaction scores, schedule adherence, call duration, and customer retention
• Collaborate with the GCC team to achieve customer satisfaction goals
• Discuss products, make personalized recommendations, and retain customers through consultative conversations
• Identify opportunities to save subscriptions, promote relevant offers, and support company revenue objectives while maintaining a customer-first experience
• Use multiple systems simultaneously to resolve customer inquiries efficiently
• Research and reconcile problems by clarifying customer concerns, determining root causes, and explaining the best solution
• Address customer complaints effectively, offering suitable solutions and alternatives for swift resolution
• Engage customers reconsidering cancellation by highlighting benefits and informing them of available deals and promotions
• Correct/update customer information accurately to ensure current and reliable records
• Document customer requests and actions taken on the customer’s account
• Fulfill customer order requests and assist with order status inquiries and shipping information
• Meet standard contact center performance metrics
• Provide customer feedback to management regarding products, trends, and customer issues
• Follow communication procedures, guidelines, and policies to maintain consistency and professionalism

Preferred Qualifications

• Customer Service Orientation: Strong orientation toward providing exceptional customer service, understanding and meeting customer needs, and resolving issues professionally and promptly
• Phone Etiquette: Strong understanding of phone etiquette in all customer interactions
• Technical Skills: Proficiency in relevant tools, software, or equipment; familiarity with basic computer applications such as email, word processing, web browsers, and computer equipment
• Confidentiality: Maintain strictest confidentiality and discretion regarding customer information
• Critical Thinking and Problem Solving: Strong critical thinking skills to analyze and solve problems effectively
• Communication Skills: Strong written and oral communication skills
• Adaptability: Thrive in a fast-paced environment by quickly adapting to changing circumstances
• Work Independently: Capacity to work autonomously and effectively manage tasks in a remote environment
• Dependability: Excellent attendance and punctuality; regular attendance is essential
• Flexibility: Able to work additional hours based on business needs
• Attention to Detail: Strong attention to detail and accuracy
• Stress Management: Effectively cope with typical job-related stressors
• Relationship Building: Establish and maintain effective working relationships with colleagues and customers
• Company Values & Environment: Contribute to a positive working environment; exemplify company values of integrity, celebrate people & have fun, transparency, and communication

Minimum Requirements

• 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 (Sheets, Docs), and Microsoft Office software programs such as Excel and Word
• Working knowledge of call center systems and/or workflows (preferred)