Customer Care Representative

About the role

The Customer Care Representative serves as a key point of contact for QBS customers, focusing on handling inbound inquiries, supporting onboarding and account needs, resolving order and service issues, and partnering with internal teams.

Responsibilities

• Serve as a primary point of contact for customers via phone, email, and live chat.
• Respond to customer inquiries related to accounts, orders, products, and services in a timely and professional manner.
• Create, update, and maintain accurate customer account records in CRM and support systems.
• Resolve customer complaints and order-processing issues, escalating when appropriate and ensuring full resolution.
• Maintain service-level response expectations and proactively identify and reduce recurring customer issues.
• Develop and maintain strong knowledge of QBS products, services, policies, and workflows.
• Partner with Logistics and Operations teams to resolve delivery, scheduling, and service-related issues.
• Collaborate with Accounting to address billing questions and payment discrepancies.
• Support Sales, Training, and other internal teams to maintain a consistent and positive customer experience.
• Document customer interactions clearly and accurately.
• Create, publish, and maintain Salesforce knowledge base articles to support new features, product updates, and common customer questions, enabling customers to find answers through self-service before submitting a support case.
• Perform other duties as assigned.

Requirements

• 1+ years of experience in a customer service, customer support, or customer care role.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Able to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Comfort working independently with minimal supervision.
• Experience using CRM systems and customer support tools (Salesforce preferred).
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Fluent in English required; Spanish language proficiency preferred.
• Customer-focused mindset with strong problem-solving skills.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retail Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)

Pay

Base Range: $18.00-$20.00/hour (depending on experience)

Schedule

2-3 days hybrid in Foxboro, MA