Client Care Coordinator
5 days ago
We are seeking a highly skilled Client Care Coordinator to join our team at Solomon Page. As a Client Care Coordinator, you will be responsible for providing exceptional customer service to our clients across various channels, including phone, email, and live chat.
Key Responsibilities:- Process in-office device returns, ensuring all components are returned and devices are fully functional.
- Manage demo unit inventory, including monthly inventory updates and shipment of demo devices to teams.
- Pack and ship select components as needed.
- Provide cross-functional support on device warranty inspections, including packing and returning fully functioning devices.
- Create and track shipments via UPS Campus Ship.
- Ensure all clients receive prompt, friendly, and effective support across all channels.
- Provide real-time chat support via Kustomer, prioritizing and managing multiple customers simultaneously.
- Answer and return client calls via AirCall phone channel, ensuring timely follow-up and resolution.
- Respond promptly and professionally to emails and contact forms via Kustomer.
- Support daily operational needs, including order tracking, replacement orders, and warehouse requests.
- Utilize product knowledge to enhance customer experience by providing meaningful routine and regimen suggestions.
- Track missing packages and cross-reference client order history for potentially fraudulent activity via Shopify and Kustomer.
- Learn internal DDG partners and route non-Client Care related inquiries to the appropriate team(s).
- Monitor shorted and unfulfilled orders and escalate inventory and fulfillment trends to management.
- 2+ years of experience in a customer service role, with phone, email, and chat experience.
- Minimum 1-year experience with SaaS CRM platforms, with experience with Kustomer a plus.
- Excellent phone etiquette and a high-energy verbal communication style.
- Outstanding written and verbal communication, with active listening.
- Strong sense of urgency, with ownership and a team player mentality.
- Ability to be creative and think outside the box.
- Candidates must be flexible and occasionally work outside regular business hours, weekends, and/or holidays to ensure Client Care coverage.
- Flexibility and responsiveness to changing contact volume.
- Proficiency in Microsoft Office, Outlook, Teams, and SaaS platforms.
- Skincare experience or knowledge/passion is a plus.
- Foreign language fluency is a plus.
We offer a comprehensive benefit program for hourly employees, including medical, dental, 401(k), direct deposit, and commuter benefits. If you meet the required qualifications and are interested in this role, please apply today.
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