[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 serves as the front line of customer engagement, delivering high-quality support across inbound and outbound phone, chat, and email channels. Outbound contacts will also be supported, in some instances, through an automated dialer.

• Responds to ClearCaptions customers to provide feature training related to ClearCaptions products and services.
• Responds to ClearCaptions customers and installers to provide installation support and ensure a welcoming experience for new customers.
• Meets or exceeds weekly and monthly performance metrics related to service level, first call resolution, and customer satisfaction.
• Manages customer interactions within Salesforce Customer Relationship Management (CRM) system, ensuring accurate data entry and adherence to standard operating procedures.
• Responds to customer frustration with empathy and reassurance, aligning solutions to individual needs and concerns.
• Simplifies technical issues by providing calm, solution-focused guidance tailored to each customer’s comfort level and learning style.
• Identifies and resolves recurring customer issues by taking ownership and follow-through, helping to reduce repeat contacts and build customer confidence.
• Collaborates with peers and leadership to improve outreach strategies and customer experience flows.
• Performs other duties as assigned.

Qualifications

• A high school diploma or equivalent is required.
• A minimum of two (2) years of experience in customer service is required.
• A genuine desire to help customers feel supported, heard, and successful by adapting pace and style to meet the customer’s needs.
• Strong listening skills with a track record of identifying customer needs, resolving issues, and recommending relevant solutions.
• Experience conducting needs-based conversations that connect customers with solutions, helpful tools, or product enhancements.
• Effectively balances empathy with time management to meet both customer and operational goals.
• Proven ability to take ownership of customer issues driving resolution from initial contact through follow-up to ensure a seamless and complete customer experience.
• Demonstrates a growth mindset by adapting to new tools, seeking feedback, and continuously learning in a changing environment.
• Maintains professionalism and solutions-focused during high-pressure or emotionally sensitive interactions.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes.
• Excellent verbal and written communication, 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.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Willingness and ability to work flexible schedules, to include evenings as needed, including weekends.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Requirements

• Strong working knowledge of Salesforce or other CRM tool (preferred).
• Basic telephone technology (preferred).

Benefits

• Compensation: $19.00 to $20.00/hr plus 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.