Customer Care Specialist

Elemental LED•Reno, NV

4h•Onsite

About The Position

As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email. The hours for this full-time role are Monday through Friday, with a start time between 6:00 am to 8:30 am.

Requirements

High School Diploma/GED or equivalent training and experience
Minimum of one (1) year of experience in a customer service setting
English usage, grammar, spelling, vocabulary, and punctuation
Ability to educate customers by phone, chat, and email on the proper usage of products
Ability to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videos
Ability to multitask
Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs
Knowledge of lighting industry standard verbiage
Knowledge of all platforms used to include, but not limited to: Fishbowl Configure One Magento Google Docs / Sheets RingCentral Zendesk
Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl

Nice To Haves

Call center experience and knowledge of or interest in lighting technology are preferred, but not required
Truly wants to help people
Thrives in a fast-paced environment; learns and synthesizes information quickly
Is adaptable and flexible
Is a dependable professional who enjoys interacting with customers by phone
Has excellent follow-up, organizational, and time management skills
Works quickly and efficiently with a high degree of quality

Responsibilities

Responds to customers via phone, email, and chat
Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
Triages customers appropriately and/or takes messages
Documents conversations concisely yet with enough detail that others can understand what transpired
Actively engage with clients' situations and diffuse escalations as needed
Precisely document conversations with customers in the company system(s) as required
Follow up with inquiries by making outbound calls and emails when necessary
Courteously and effectively communicate appropriate information to fellow team members and or members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
Provide customers with inventory requests upon request
Create a bill of materials/quote for the customer's review
Learn, understand, and follow policies and procedures put into place by Elemental LED management and relay them appropriately to customers
Continuous and proactive learning of new and updated products
Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)
Accept feedback from peers and management and implement suggestions as requested
Maintain a high level of client and company confidentiality
Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team
Performs related duties as required

Benefits

Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer), available first of the month, following the date of hire
Company-matched 401(k) Plan, at 5%, no vesting schedule
Paid Time Off (PTO)
Volunteer Time Off (VTO)
Three Paid Flexible Holiday per year
Seven Paid Holidays
Pre-Tax Flexible Spending Accounts (FSA) and Health Savings Account (HSA) - $200 annual employer contribution
Career Development Plan Program
Discounted Corporate Gym Membership at South Reno Athletic Club
Tuition Assistance
Employee Discount
Monthly Birthday Lunch Celebrations
On-site Snacks and Beverages
Employee Referral Bonus Program