Contract Customer Care Representative (Temp-To-Hire)

We are seeking a Contract Customer Care Representative to join our Customer Care teams and provide exceptional customer service to our global customer base. This is a contract, temp-to-hire role based at our Santa Ana corporate headquarters. In this position, you will be responsible for responding to customer inquiries and concerns via phone, email, social media, Live Chat, and message boards. Additionally, you will inform customers about our services, memberships, procedures, policies, and promotions, as well as handle order placement and general office support tasks. The ideal candidate will have strong communication skills, customer service experience, and the ability to work effectively in a team.

• Provide timely responses to customer inquiries over the phone while meeting standard call center metrics
• Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat, and through Collectors message boards
• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
• Sell and place orders for memberships and supplies
• Research and resolve complaints or issues according to company policies and procedures
• Make calls to follow up on questions, complaints, and issues
• Participate in outbound call campaigns to retain and engage customers
• Attend trade shows as company representative to assist in order processing with submissions (optional)
• Provide general office support
• Strive to earn praise from customers regarding the high quality care provided via email, written correspondence, Live Chat, and social media in particular.

• Associates Degree or equivalent preferred and/or 2+ years customer service/hospitality/retail experience
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in other written and spoken languages is a plus.
• Google Docs, Ring Central, Zendesk, Slack preferred
• Familiarity with standard concepts, practices, and procedures within our particular field
• Ability to understand and relay company policies and procedures
• Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner

• Competitive hourly rate of $17
• Equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law
• Commitment to diversity and inclusion
• Accommodation for applicants or interviewees with disabilities or special needs
• Opportunity to work in the United States
• Fraud prevention measures in place to protect applicants
• Physical requirements include sitting, standing, and bending neck
• Group problem-solving and teamwork opportunities
• Professional and clear communication skills development
• Conflict resolution and problem-solving skills development
• Customer service skills development
• Feedback and performance improvement opportunities