[Hiring] Client Care Specialist @ClearCaptions LLC

Role Description

Are you passionate about making a real difference in the lives of others? Do you thrive in a role where building relationships and solving problems with care matter more than rushing through calls? If so, we invite you to join us as a Client Care Specialist, where your work directly impacts the independence and well-being of seniors and their caregivers. This is not your ordinary contact center role; it is about changing lives, one connection at a time.

The Client Care Specialist will work in a customer service environment responding to inbound customer assistance and general inquiries related to our caption service. This includes account maintenance and training. This is a Remote/Work from Home position reporting to the CEX Operations Supervisor.

What you will do:

• Inbound phone contacts will be the primary delivery of work as well as Chat services.
• Respond to and manage inbound customer inquiries daily.
• Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
• Meet weekly/monthly metrics related to service level, performance, and customer satisfaction.
• Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
• Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service.

Qualifications

• Experience in verbally explaining complex information in concise terms to customers.
• High school diploma or equivalent required; college degree preferred but not required.
• Minimum three years Customer Service experience.
• Basic telephony troubleshooting experience.
• Customer installation support experience.
• Minimum two years technical support experience in a call center environment or proven technical ability.
• Ability to clearly communicate with a wide variety of customers.
• Ability to identify customer needs over the phone.
• Good interpersonal skills and a team player.
• Logical thinker who can follow standard operating procedures.
• Ability to problem solve with limited information.
• Positive attitude and a willingness to learn and grow.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).
• Familiarity with Salesforce and Salesforce tools.
• Past experience with a communications company in a customer service environment.

Requirements

• Primary functions require the ability to communicate over the phone effectively and clearly with individuals suffering from hearing loss.
• Must use provided headset for audio quality in our call center environment.
• Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone, and keyboard and monitor requiring close vision.
• Employees may experience the following physical demands for extended periods of time:
• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Benefits

• Compensation: $18.00-$20.00/hr determined by competitive market analysis and internal equity considerations.
• Final compensation will be based on the candidate’s qualifications, experience, and business needs.
• For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.