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Customer Care Specialist 1

1 month ago

Virginia, United States boards.greenhouse.io - ATS Full time

Full-Time: 40 hours/week (Hourly, Non-Exempt) Reports to: Customer Care Manager Hours: 8am - 5pm, M-F. Training on site for up to 90 days, with a hybrid schedule thereafter. Are you a customer-focused person who always goes the extra mile and craves a values-driven organization? Come join our team Overview Our department is responsible for maintaining a positive attitude, promoting the Customer Care mission keys and the company mission statement, and making independent decisions to “Wow” customers while solving customer service-related issues. The Customer Care Specialist I works with the rest of the Customer Care Department to deliver exceptional customer service and uphold our company values. This position aims to provide exemplary and personal support to customers, ensuring a seamless user experience. The role encompasses full-time commitments and is a hybrid position between remote and on-site work. Responsibilities Administrative: The Customer Care Specialist I acts as an administrative foundation, utilizing team resources to address customer needs. This role is responsible for accurate communication within the team, other departments, and externally. Additionally, this position requires strong organizational skills and an ability to approach tasks systematically with a minimum of errors. Customer Interaction: The Customer Care Specialist I ensures the achievement of monthly CSAT goals, timely resolution of personal emails, production of personalized videos, accurate handling of returns, and proactive documentation of order-related issues. This role represents the Goulet Pen Company in a positive and personal manner. Tickets, Phones, Returns, and Pen Tests: All Customer Care Specialists share responsibilities in ticket management, phone orders, returns processing, and pen tests, ensuring timely and accurate completion of tasks to enhance the overall customer experience. Proactive Development: The Customer Care Specialist I continually expands fountain pen-related knowledge, works on specific department goals, completes current training initiatives, and pursues ongoing personal development. This role is also responsible for contributing to training documentation as they are able. Skills Required Have exceptional organizational Skills: Ability to create an organized environment for yourself and the rest of the Customer Care team. Attention to detail: Consistently identifies areas for improvement and verifies information for accuracy. Manage multiple tasks: The ability to manage multiple priorities and move seamlessly between tasks is crucial (ex. engaging on the phone with a customer while simultaneously navigating the website). Show Enthusiasm and a desire to succeed: Our company value of “Serve with Passion” is a driving force for the Customer Care Department. Demonstrate a thirst for knowledge: In addition to our company value of “Empower through Education”, having the initiative to expand product knowledge is paramount for success. Be a Team player: Actively collaborates, contributes, and supports colleagues to achieve common goals, fostering a cooperative and harmonious work environment. Strong written and oral communication skills: Effectively conveys ideas, information, and feedback with clarity, ensuring understanding and fostering positive interactions within the team and externally. Computer and Technical Proficiency: Confidently navigates computer-based applications, the website, and other technical platforms often at the same time. Qualifications High school diploma or GED required. Minimum of 1 year in a role requiring regular customer interaction. Exceptional written and verbal communication skills. Experience with eCommerce and CRM platforms such as Shopify, Salesforce, Zendesk, Gorgias, etc. is a plus We offer a full benefits package, including paid training, medical, dental and vision insurance, pet insurance, paid community service hours, paid time off (PTO) and a 401k plan with company match. Accepted file types: pdf, doc, docx, txt, rtf Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website How did you hear about this job? (If referred by a Goulet Pen Company team member, please list their name here). * Do you have at least 1 year in a role requiring regular customer interaction? * Select... Do you have a high school diploma or GED? * Select... Are you available to work Monday - Friday, 8am-5pm? * Select... Tell us briefly about a time when you feel you served a customer exceptionally well. * #J-18808-Ljbffr