Customer Care Specialist Jobs

While this position is remote, candidates MUST reside in any of the following states: California, Arizona, Idaho, Washington, Utah, Nevada or Oregon

Job Summary:

The Customer Care Specialist is responsible for delivering best-in-industry service by providing hands-on support to ACE Certified Professionals and candidates focused specifically on customer service-related inquiries. The role regularly interacts with inquiring customers across various types of communication platforms (ex: phone, email, live chat) to identify issues or concerns and provide solutions.

Required Qualifications:

• Experience and proficiency in common computer software programs (ex: Office365, CRMs, etc.) and ability to quickly adapt/learn ACE systems

• Experience in customer service-based role (call center or otherwise) and firm understanding of customer service best practices & principles

• Excellent communicator; ability to communicate effectively both verbally and in writing with various roles across the organization

• Excellent problem-solving skills; ability to identify, analyze, and resolve issues under potentially stressful and ‘negative’ circumstances

• Proven self-starter; able to work independently, prioritize work effectively, and seek assistance from management as appropriate

Preferred Qualifications:

• Bachelor’s Degree

• Experience in health and fitness industry

• Experience with SalesForce.com

• Experience with Live Chat platform(s)

Responsibilities:

• Responsible for effectively and clearly communicating with every customer while providing best-in-industry customer service

• Serves as key point of contact across phone, email, and live chat platforms for all ACE customer service-related inquiries (candidates, existing Pros, etc.)

• Regularly coordinates customer service processes; this includes processing refunds, handling damaged product and shipping requests, BBB inquiries, ADA requests, etc.

• Regularly multi-tasks; the role is often required to carefully balance tasks being completed simultaneously across different platforms

• Manages and accurately records all customer interactions (phone, email, chat, etc.) within CRM platform

• Actively provides feedback and opportunities for improvement to Customer Care Supervisor regarding ACE’s customer-service platforms and processes

• Assists in creation and ongoing maintenance of customer service reporting and metrics in collaboration with Customer Care Supervisor

Customer Care Specialist – May 2021

• Demonstrates understanding of all current programs, policies and procedures and the ability to communicate them clearly to customer.

• Assists Customer Care Supervisor (as needed) when collaborating with other departments to solve customer issues, customer escalations, facilitate order fulfillment, and ensure other cross-departmental processes are completed efficiently

• Maintains a commitment to and aligns with ACE mission, vision, values and programs, to successfully lead teams to represent ACE

• Other duties as assigned

$23.00 - $28.00/hour + Bonus