Customer Care Specialist

About the role

Draftomat is looking for a Customer Care Specialist to contribute to customer service, scheduling, gardening and landscape-related operations, order coordination, project support, and vendor administration. You will help customers resolve questions and service issues through clear, timely support while working with the teams responsible for this area. The role is full time and 100% remote, open to candidates throughout the United States.

Responsibilities

• Respond to customer or client questions related to customer service, scheduling, gardening and landscape-related operations, order coordination, project support, and vendor administration through approved phone, email, chat, or ticketing channels.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases across customer scheduling and service operations.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$45,500 - $53,000 per year

Schedule

Full time, 100% remote