[Hiring] Customer Care Representative @Golden Customer Care

Role Description

We’re Looking For A: Customer Care Representative

Remote: Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming

Training Schedule: Paid virtual training (4-5 weeks)

8:00 AM to 4:30 PM MST Monday-Friday

Call Center Hours of Operation: All shifts include working both weekend days

• 7:00AM-6:00PM MST Monday-Friday
• 7:00AM-5:00PM MST Saturday/Sunday

What You’ll Be Doing:

• Use multiple systems simultaneously to resolve customer inquiries efficiently.
• Research and reconcile problems by clarifying the customers concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily.
• Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction.
• Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable.
• Correct/update customer information accurately as needed to ensure current and reliable records.
• Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records.
• Efficiently fulfill customer order requests to enhance their experience and encourage repeat business.
• Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience.
• Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction.
• Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction.
• Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction.

Qualifications

• High school diploma or GED.
• 1-2 Years in a customer service role.
• 1 year customer service in a contact center setting (preferred).
• Proficiency using Windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs (Excel, Word) (preferred).
• Working knowledge of call center systems and/or workflows.

Requirements

• We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

Benefits

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents.
• Employee Stock Ownership Plan (You're part owner of GCC).
• 401k retirement contribution with company matching up to 3.5%.
• 10 days of paid vacation, 6 days/48 hours of paid sick time plus holidays.
• Internet reimbursement.
• Massive room for professional growth and results-based pay increases.
• Actually fun virtual & in-person events.