Customer Care Representative

Golden Customer Care • Salt Lake City, UT

1d • Remote

About The Position

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain the highest levels of customer happiness and satisfaction. 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 The Golden Difference. How are we different from other companies? 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). Learn more. 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

Nice To Haves

• 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

Responsibilities

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED