Customer Care Specialist Temp

Doble Careers•Accident, MD

1d•$38,937•Onsite

About The Position

The Customer Care Coordinator (TEMPORARY HIRE) is responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience with our company. This role requires strong communication skills, problem-solving abilities, and a customer-first mindset to effectively support customers across various channels, such as email, phone, and live chat. Customer Care Specialist II will also work closely with internal teams to resolve complex issues and enhance customer satisfaction. This position is on site located at our Doble location in Accident, Maryland and will report to our Service Department Manager.

Requirements

3 to 5 years of direct customer interface/customer service/call center or equivalent related experience.
Proven experience in a customer service or customer support role, preferably in a fast-paced or customer-facing industry.
Strong verbal and written communication skills with the ability to explain complex concepts clearly and simply.
Excellent problem-solving abilities and a customer-first attitude.
Ability to multitask and manage multiple customer inquiries simultaneously.
Familiarity software and customer support tools (e.g., Salesforce).
Strong attention to detail and ability to manage time effectively.
A positive, friendly, and professional demeanor.
Ability to work independently and as part of a team.
Ability to work in an office environment.
Must be capable of lifting 30 pounds.
Must use assistance when lifting 50 or more pounds.
Applicants must be authorized to work for any employer in the United Sates.

Nice To Haves

Experience with technical support or troubleshooting is a plus.
Knowledge of the company’s industry or product line (if relevant) is beneficial.

Responsibilities

Initial point of contact to respond to customer inquiries promptly via phone, email, live chat, or other communication channels.
Support RMA product return authorization numbers (RMA’s) to customers and clients
Address a wide variety of customer issues, including product inquiries, order status, returns, troubleshooting, and account management.
Resolve customer complaints or issues in a professional, efficient, and empathetic manner, aiming for first-contact resolution whenever possible.
Provide clear, accurate, and helpful information to customers regarding products, services, policies, and procedures.
Investigate and resolve customer complaints, collaborate with internal stakeholders as necessary (e.g., technical support, operations, or sales).
Document and track customer interactions, issues, and resolutions in the customer service software.
Ensure a high level of customer satisfaction by handling inquiries and complaints effectively and professionally.
Monitor customer feedback, identify recurring issues, and work with the relevant teams to drive improvements.
Follow up with customers when necessary to ensure issues have been fully resolved and that customers are satisfied with the solution.
Collaborate with other departments such as sales, marketing, and operations to address customer needs and deliver seamless service.
Provide feedback to internal teams regarding common customer pain points and suggestions for process improvements.
Maintain accurate records of customer interactions, issues, and resolutions.
Track key performance metrics such as response time, resolution time, and customer satisfaction.
Generate reports on customer support trends, common issues, and service levels to assist with continuous improvement.