Job description Customer Care Specialist (Voice, Chat, and Email). Must speak, read, and write in English. TRAINING STARTS February 24th!! Driven by our Passion for People, our Customer Care Specialists are keen on driving great customer experience. They provide client support via PHONE/CHAT, assisting with client inquiries, troubleshooting and general support. They respond to all client communication via phone or chat and provide client support regarding account inquiries, service, programs/promotions and .com/Direct technical issues. Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues, or our non-profit partners we can t resist the fun of working with people. Each connection, each relationship matters. Training Start Date: Tuesday 9/16/24 New Hire Orientation: Training: (10 DAYS): Monday 02/24 03/07 Between 9:00am - 6:00pm EST Attendance MUST be at 100% (5-Day work week): 8-hour shifts, weekends required. (Availability for any 8-hour shift between 12:00pm - 2:00am EST) Schedules cannot be negotiated. Pay: Production pay is $17.50/Hour Training pay is $14.50/Hour Qualifications: · Amazing combination of agile thinking, high energy, passion, and persistence: resourcefulness · Strong desire to be helpful and take ownership to resolve customer situations · Excellent oral communication skills: clear diction, tone, and knowledge/use of proper grammar · Positive outlook and enthusiastic attitude · Conscientious team player · Driven by delivering results · Dependable and consistent, history of good attendance · Naturally curious with an aptitude for learning and understanding quickly · Ability to multitask by reading, typing, and navigating through applications while speaking to customers · Prior customer service/troubleshooting experience preferred POSITION RESPONSIBILITIES: · Respond to client requests/inquiries via phone, including product purchases, service & quality inquiries, order status, product information, and general client support issues. · Demonstrate high standards for quality service · Keep up to date with product/procedural knowledge and assessing industry trends · Work in tandem with the quality and training team to self-manage performance expectations · Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development · Maintain business acumen, courtesy, and professionalism when dealing with all client contacts · Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately · Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects · Strict adherence to key performance indicators (KPI) as set by management. · Strive to exceed key performance indicators (KPI) and quality goals as outlined by management · Communicate with customers in a proactive and professional manner across multiple communication channels, including phone, chat, and email. Agents may be asked to transition to between channels at any time. REQUIREMENTS: · 2-3 years experience in a business/professional environment; preferably in the service industry · Comparable experience in an office environment encouraged · Self-starter and ability to manage workload efficiently · Exceptional written communication skills · Demonstrate ability to deliver a high level of client service under high volume · Commitment to client service and high-quality standards in grammar, punctuation, and written business acumen · Professional, upbeat, and engaging oral and/or written communication · Ability to develop relationships with clients, even in difficult situations · Ability to advise and counsel clients in a quick and efficient manner · Must be computer literate and internet savvy, e-commerce and online shopping experience preferred · Experience in windows-based applications, specifically client relationship management tools preferred (ie, Instant Service) · Excellent Data Entry skills / 45-55 wpm minimum · Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required. · Vacation blackout period applies during the holiday season and promotional periods · Punctuality is essential Equipment is NOT provided. Work at Home Equipment: Macbook and Chromebooks are NOT allowed, only Windows based computers are compatible* TECHNOLOGY REQUIREMENTS: Minimum PC Requirements CPU Speed: · Dual Core 1.2 GHz or better· . Intel Core i3 or AMD Ryzen 3 or better Hard Drive · 40 GB or more of available space · 100 GB or more of total space Memory: 8 GB of RAM or better Operating System: · Windows 10 Professional (Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro )· . Two (2) available USB 2.0 or greater ports