Customer Care Specialist
for prose. So we can put a paragraph describing the role using the sentences from Job Description that are not list items. However we must not repeat job title as heading. We can have
About the role
then awith description. But we need to preserve all substantive information. The Job Description includes many bullet-like sentences (each line starts with a verb). Those are duties/responsibilities. We should put them in
- under a Responsibilities section. The "About the role" could be a brief overview: maybe the first sentence: "As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email. The hours for this full-time role are Monday through Friday, with a start time between 6:00 am to 8:30 am." That's substantive. We'll keep that as prose.
Then Responsibilities: list each duty line.
Then Requirements: maybe from Qualifications? Qualifications list includes education, experience, etc. We'll put those under Requirements.
Skills: maybe from "We Are Looking for Someone Who:" which includes traits and abilities. Could be Skills.
Benefits: from "The Perks and Benefits:" list.
Pay: Not mentioned; we should not create Pay section.
Schedule: The hours mentioned: Monday through Friday, start time between 6:00 am to 8:30 am. That's schedule info. Could be placed under Schedule section. However we already used schedule info in About the role. But we can still have a Schedule section with that detail. The instruction: Prefer a few substantive sections over many thin ones. Might combine schedule into About the role? But we need to follow headings list; we can include Schedule if we have specific content. We have schedule info: "The hours for this full-time role are Monday through Friday, with a start time between 6:00 am to 8:30 am." That's specific. So we can have a Schedule section with that as a
. However we already used that sentence in About the role; we must not duplicate? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. Duplication is not prohibited but maybe better to avoid duplication. We could put schedule in Schedule section and not repeat in About the role. Then About the role could be a brief overview without schedule. Let's see. About the role: maybe "As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email." That's enough. Schedule: Provide the hours. Responsibilities: list duties. Requirements: qualifications (education, experience, etc.) Skills: traits from "We Are Looking for Someone Who:" plus maybe abilities like educate customers, troubleshoot, multitask, etc. But those also appear in Qualifications. There's overlap. We need to avoid duplication but preserve all info. Could combine Qualifications and Skills? But headings separate. We could put qualifications under Requirements (education, experience) and skills under Skills (abilities). Ensure we don't miss any. Let's extract: Qualifications section bullet points: - High School Diploma/GED or equivalent training and experience - Minimum of one (1) year of experience in a customer service setting - Call center experience and knowledge of or interest in lighting technology are preferred, but not required - English usage, grammar, spelling, vocabulary, and punctuation - Ability to educate customers by phone, chat, and email on the proper usage of products - Ability to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videos - Ability to multitask - Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs - Knowledge of lighting industry standard verbiage - Knowledge of all platforms used to include, but not limited to: IFS, Configure One, Magento, Google Docs / Sheets, RingCentral, Zendesk - Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl We Are Looking for Someone Who: (list) - Truly wants to help people - Thrives in a fast-paced environment; learns and synthesizes information quickly - Is adaptable and flexible - Is a dependable professional who enjoys interacting with customers by phone - Has excellent follow-up, organizational, and time management skills - Works quickly and efficiently with a high degree of quality - Ability to educate customers by phone, chat, and email on the proper usage of products (duplicate) - Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos (duplicate) - Ability to multitask (duplicate) - Call center experience and knowledge of or interest in lighting technology is preferred, but not required (duplicate) So we can deduplicate. We'll put under Requirements: education, experience, language skills, platform knowledge, Fishbowl knowledge. Under Skills: personal attributes, abilities to educate, troubleshoot, multitask, ask questions, etc., plus call center experience/lighting interest (maybe as preferred). But we already have call center experience in Requirements; we could keep it there. Better: Requirements: Hard qualifications (education, experience, language, platform knowledge, Fishbowl). Skills: Soft skills and abilities (helping people, fast-paced, adaptable, dependable, follow-up, organizational, time management, works efficiently, educate, troubleshoot, multitask, ask questions, lighting industry verbiage, etc.) Benefits: list from Perks and Benefits. Schedule: hours. Now we need to output HTML fragment only, no extra text. Let's craft.
About the role
As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email.
Schedule
The hours for this full-time role are Monday through Friday, with a start time between 6:00 am and 8:30 am.
Responsibilities
- Responds to customers via phone, email, and chat
- Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
- Triages customers appropriately and/or takes messages
- Documents conversations concisely yet with enough detail that others can understand what transpired
- Actively engage with clients' situations and diffuse escalations as needed
- Precisely document conversations with customers in the company system(s) as required
- Follow up with inquiries by making outbound calls and emails when necessary
- Courteously and effectively communicate appropriate information to fellow team members and or members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
- Provide customers with inventory requests upon request
- Create a bill of materials/quote for the customer's review
- Learn, understand, and follow policies and procedures put into place by Elemental Brands management and relay them appropriately to customers
- Continuous and proactive learning of new and updated products
- Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)
- Accept feedback from peers and management and implement suggestions as requested
- Maintain a high level of client and company confidentiality
- Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team
- Performs related duties as required
Requirements
- High School Diploma/GED or equivalent training and experience
- Minimum of one (1) year of experience in a customer service setting
- English usage, grammar, spelling, vocabulary, and punctuation
- Knowledge of all platforms used to include, but not limited to: IFS, Configure One, Magento, Google Docs / Sheets, RingCentral, Zendesk
- Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl
Skills
- Truly wants to help people
- Thrives in a fast-paced environment; learns and synthesizes information quickly
- Is adaptable and flexible
- Is a dependable professional who enjoys interacting with customers by phone
- Has excellent follow-up, organizational, and time management skills
- Works quickly and efficiently with a high degree of quality
- Ability to educate customers by phone, chat, and email on the proper usage of products
- Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos
- Ability to multitask
- Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs
- Knowledge of lighting industry standard verbiage
- Call center experience and knowledge of or interest in lighting technology are preferred, but not required
Benefits
- Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer), available first of the month, following the date of hire
- Company-matched 401(k) Plan, at 5%, no vesting schedule
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Three Paid Flexible Holiday per year
- Seven Paid Holidays
- Pre-Tax Flexible Spending Accounts (FSA) and Health Savings Account (HSA) - $200 annual employer contribution
- Career Development Plan Program
- Discounted Corporate Gym Membership at South Reno Athletic Club
- Tuition Assistance
- Employee Discount
- Monthly Birthday Lunch Celebrations
- On-site Snacks and Beverages
- Employee Referral Bonus Program