Customer Care Specialist

About the role

The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for performing customer service duties via phone, email, and chat.

Essential Duties and Responsibilities

• Handle customer inquiries and complaints with utmost professionalism.
• Obtains details and escalates issues to Customer Care Supervisor is unable to resolve the issue.
• Answer, document, and resolve incoming and outgoing calls from the SPIG Customer Service Line.
• Input all data into SPOT to update records.
• Contact customer to review warranty information and conduct customer satisfaction surveys after installation.
• Other duties as assigned by the Customer Care Supervisor.

Qualifications

• Education and/or Experience – High school diploma or general education degree (GED); and one to two years of related experience and/or training; or an equivalent combination of education and experience.
• Experience must involve customer service management.
• Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
• Mental Skills – Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations.
• Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
• Communication Skills – Be able to effectively communicate orally and in writing in English.
• Vision – Ability to view documents, on multiple screens, and read handwritten documents.

Requirements

• Competencies – Demonstrates problem-solving skills, effective oral and written communication, teamwork, diversity, ethics, organizational support, judgment, planning/organizing, professionalism, quality, quantity, safety and security, follow-up, and dependability.

Summary

The Customer Care Specialist is responsible for handling customer inquiries and complaints, answering and resolving calls, inputting data, and conducting customer satisfaction surveys. This position requires a high school diploma or GED, one to two years of related experience, and strong customer service management skills.