We are looking for a Customer Care Specialist. In this role you will act as the link between the customer and the organization. Its main focus is to ensure that the customer interactions are processed efficiently and maintain customer relationships.
ABOUT THIS TEAM
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The Customer Care team is responsible for supporting all our United States and International customers through different channels, like phone, chat, email, and social media. This department ensure valuable customer relationships and solutions in a high graded quality delivery.
WHAT YOU’LL DO
- Responds promptly and professionally to customer inquiries, complaints, and requests through various communication channels (phone, email, chat, social media, etc.) to assess customer needs and provide accurate and on time solutions while maintaining a professional and empathetic demeanor
- Documents customer interactions and keeps accurate and up-to-date records of customer accounts, inquiries, and feedback to help identify common issues and trends and provide valuable insights to management
- Troubleshoots technical issues and provides expert assistance with product or service usage to ensure a seamless customer experience
- Identifies opportunities to upsell or cross-sell products or services to customers in a professional and tactful manner.
- Escalates complex or high-priority issues to higher-level support or management promptly and efficiently
- Collaborates with cross-functional teams, such as sales, marketing, and product development, to ensure a consistent and cohesive customer experience across all touchpoints
- Provides regular feedback to management on common customer issues or trends, as well as suggestions for process improvements, product enhancements, or other areas of potential growth or innovation
- Meets or exceeds customer satisfaction goals and metrics, while maintaining a positive, customer-centric mindset and attitude at all times
WHAT YOU’LL NEED
- High School diploma or general education degree (GED)
- One (1) year of customer care experience
- Strong communication skills in English, in reading, writing, and speaking
- Excellent organizational, follow-through, and interpersonal skills
- Flexibility to work on the weekends and on holidays if needed, as well as adapting to support Daylight Savings Time changes
WHAT’S GOOD TO HAVE
- Technical proficiency and familiarity with common customer service software and tools, such as CRMs, helpdesk software, and ticketing systems (i.e., Salesforce, Zendesk, SiteJabber, Trustpilot, BBB)
- Has a solid foundation in basic math skills, including arithmetic and problem-solving
HERE’S A FEW OF OUR PERKS & BENEFITS
EXCELLENT COMPENSATION
- Competitive Salary
- Biannual Bonus
- 401(k) Plan Equivalent (with company match)
- Company Equity
- Flexible Spending Account (FSA for health, dependent care, transportation)
WE LIKE YOU HEALTHY
- Medical, Dental, and Vision Insurance (additional plans for your family)
- Mental Health and Wellness perks (apps, additional support, etc.)
- Sick Time
- Life Insurance
- Short-Term and Long-Term Disability Insurance
- Wellness reimbursement (gym, health apps, etc.)
WE WANT YOU HAPPY
- Flexible PTO (take what you need)
- 13 paid holidays a year
- Additional 1-week PTO over December holidays
- Home Internet reimbursement
- Home Office Equipment reimbursement
Certain group health plans are required to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRFs). The MRFs for the Triple S Salud medical benefit plans are linked below as of July 1, 2022:
https://salud.grupotriples.com/en/transparency-in-coverage-machine-readable-files/
ABOUT BOLD
As an established global organization (17 years and counting), BOLD helps people find jobs. Our story is one of growth, success, and professional fulfillment.
We create digital products that have empowered over three million people in 180 countries to build stronger resumes, cover letters, and CVs. The result of our work helps people interview confidently, finding the right job in less time.
Our employees are experts, learners, contributors, and creatives.
BOLD VALUES OUR POSITION AS AN EQUAL OPPORTUNITY EMPLOYER
WE VALUE, CELEBRATE, AND PROMOTE DIVERSITY AND INCLUSION.
We hired based on qualifications, merit, and our business needs.
We don't discriminate regarding race, color, religion, gender, pregnancy, national origin or citizenship, ancestry, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, marital status, genetic information, or any other applicable characteristic protected by law.
Customer Care Specialist
