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Customer Care Specialist

2 months ago

Minneapolis, United States Advent Talent Group Full time

Advent Talent Groups is in search of a Customer Care Specialist for our global client based in Minneapolis, MN. This pivotal role focuses on addressing and resolving escalated customer issues, complaints, and problems that surpass the store level. The specialist will be responsible for delivering prompt and effective responses, crafting innovative solutions, and collaborating with multiple stakeholders to ensure successful issue resolution


Overview:

Hybrid in Minneapolis, MN

Contract-to-hire

Full-time – Monday-Friday 8:00 am- 4:30 pm

Compensation-

  • $20.00-$21.00/hr. while on contract
  • Hourly bonus upon going perm


Responsibilities:

  • Customer Issue Resolution: Resolve complex customer issues promptly, addressing calls and inquiries related to comments, complaints, invoices, and general information about the hearing aid industry, ensuring timely and accurate responses.
  • Collaborative Problem Solving: Partner with internal teams, and external stakeholders to find optimal solutions for customer incidents, facilitating effective communication among all parties involved.
  • Social Media & Online Presence: Monitor and manage customer interactions on social media platforms, such as Facebook, as well as with Better Business Bureau and Attorney General, handling complaints and inquiries with urgency and professionalism.
  • Communication & Inquiry Management: Manage customer mail, email, and web inquiries with prompt responses, and escalate sales leads and scheduling requests to appropriate support teams for resolution.
  • Process Adherence & Confidentiality: Follow established processes to support customer resolutions and ensure consistent handling of confidential and sensitive customer information.
  • Process Improvement: Assist in developing efficiencies for procedures that support Miracle-Ear customers and franchisees, providing insights into trends and service levels to enhance overall service quality.


Qualifications:

  • Relevant Experience: Minimum of 1 year of experience in customer service; experience in problem resolution or public relations is advantageous.
  • Industry Knowledge: Familiarity with hearing aids or medical/technical products is preferred.
  • Communication Skills: Strong verbal and written communication skills with the ability to convey information clearly and professionally.
  • Conflict Resolution: Proven ability to negotiate, manage conflicts, and resolve issues effectively, with a strong commitment to customer satisfaction.
  • Technical Proficiency: Proficiency with computer and MS Office applications, along with a working understanding of phone systems and ticket/issue management systems (e.g., Salesforce).
  • Confidentiality & Integrity: Ability to handle confidential and sensitive information with discretion and maintain a high level of integrity in all interactions.


Advent Talent Group is an Equal Opportunity Employer

Advent Talent Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.