Customer Care Specialist Sr
About The Position
The Customer Care Specialist Sr provides expert-level customer support by handling complex customer cases and serving as a resource to the customer care team. The role includes mentoring team members, analyzing trends in customer inquiries, recommending process improvements, and collaborating with cross-functional teams to enhance the customer experience. This is primarily an office-based role with largely sedentary duties involving computer and telephone use. Occasional movement within the office may be needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Requirements
- Associate degree with two or more years of administrative work experience, or an equivalent combination of education and experience.
Nice To Haves
- Excellent written and verbal communication skills.
- Strong ability to multitask using several computer systems simultaneously, including JDE, Outlook, Call Tracking, and Excel.
- Bachelor’s degree.
Responsibilities
- Handle high-priority and complex customer inquiries across multiple channels.
- Recommend and implement improvements based on recurring customer feedback or process gaps.
- Collaborate with engineering, parts, technical support, and purchasing to troubleshoot advanced cases.
- Assist with developing and updating training materials and process documentation.
- Monitor metrics and trends to drive service excellence.
- Contribute to a culture of accountability and continuous learning.
- Serve as a subject matter expert on systems, products, and processes.
- Mentor other team members and serve as a resource to the customer care team.
Benefits
- Competitive total rewards package.
- Opportunities to support team member growth and success.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
