Customer Care Specialist

About the Role

The Customer Care Specialist demonstrates high-quality reputation management practices by resolving complex and urgent customer issues with minimal supervision while adhering to company guidelines. This role involves advanced inquiry management, SLA compliance, and effective use of digital analytics to enhance customer satisfaction. The specialist handles escalated, more complex customer inquiries that require advanced troubleshooting skills and in-depth product knowledge, often involving technical issues beyond the scope of a Tier 1 agent, through phone, email, or chat.

Responsibilities

• Execute thorough audits and quality assurance reviews of a minimum of 40 cases or calls per day.
• Ensure strict adherence to Service Level Agreements (SLAs) for all Level 2 cases, with a 5-minute response rule for urgent cases and a 24-hour timeframe for all other inquiries.
• Maintain an average response time of 16 hours for social media interactions daily.
• Monitor and manage phone queue to address call overflow, ensuring efficient call handling.
• Log into and out of the phone system at the start and end of each shift, adhering to system usage protocols.
• Follow established Genesys phone queue etiquette by correctly utilizing status indicators such as Available, Busy, Away, Break, Meal, Meeting, and Training.
• Immediately report any minor to major errors identified in Salesforce cases to ensure prompt resolution.
• Develop a thorough understanding of and adhere to marketing initiatives and organizational policies.
• Leverage digital analytics to formulate strategies to enhance SLA performance and customer satisfaction.
• Address and resolve advanced customer inquiries through phone, email, and chat with a high level of expertise.
• Conduct moderately advanced maintenance and testing activities to ensure the proper functioning and upkeep of customer products and programs.
• Manage and resolve more complex inquiries that surpass the capabilities or knowledge of first-level customer care representatives.
• Collaborate effectively with other Customer Care Agents, Supervisors, and Management to determine the appropriate escalation or transfer of inquiries.
• Identify and report unusual or repetitive customer inquiries, complaints, or misinformation to Supervisors for further action.
• Perform audits and quality assurance checks on Level 1 customer care agent cases to ensure compliance and accuracy.
• Document and monitor the status of escalated Level 2 cases, ensuring proper resolution and maintaining comprehensive records.
• Attend and participate in mandatory training sessions to remain current with updates to products and company policies.
• Apply company policies to determine whether an immediate resolution is possible or if escalation for managerial input is necessary.
• Comply with company standards for updating and retaining customer records.
• Assume responsibility and ownership of issues and their resolution with minimal supervision.
• Collaborate with various internal teams, including marketing, IT, and customer service, to ensure seamless communication and resolution of customer issues.
• Engage with customers through multiple channels (phone, email, chat, social media) to address and resolve their inquiries and concerns.
• Work closely with other departments to gather necessary information and provide comprehensive solutions to customer issues.
• Provide feedback to internal teams based on customer interactions to help improve products, services, and processes.

Requirements

• Bachelor's degree in marketing or communications preferred.
• 3+ years' experience in Customer Relations or Reputation Management; focus on Social Media experience is preferred.
• Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance.
• Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension.
• Demonstrated advanced troubleshooting skills: proficient in handling complex cases by taking ownership of testing, diagnosing root cause issues, and collaborating with internal teams.
• Skilled in utilizing digital analytics to develop data-driven strategies that improve SLAs and enhance customer satisfaction.
• Skilled in interpreting data insights to identify trends, inform decision-making, and develop effective strategies.
• Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition.
• Proven ability to effectively communicate with customers over the phone in a professional manner.
• Proficient in Microsoft Office Applications.
• Strong listening and comprehension skills.
• Ability to stay composed and objective.
• Ability to multi-task.
• Conversational, patient, and confident with a positive attitude.
• Must be available to work holidays and weekends as assigned.

Job duties may change with or without notice.

Physical Requirements

• Sit for long periods of time.
• Operate computer keyboard and mouse for data entry.
• View computer monitor.
• Hear and speak via telephone.
• Reach forward and/or overhead.
• Occasionally lift up to 20 pounds.

Work Environment

• The noise level in the work environment is usually moderate at a normal range.
• The lighting will include natural light from the outside as well as fluorescent lighting throughout the work areas.
• Work with minimum direction and periodic supervision.