Customer Care Specialist
About The Position
The Customer Care Specialist (CCS) is responsible for resolving customer concerns and protecting the overall customer relationship. This role serves as the primary point of contact for customer complaints and escalations, ensuring timely and effective resolution both externally with the customer and internally across departments. The CCS functions as a cross-functional bridge between Sales, Operations, and internal teams, driving alignment, accountability, and closure while identifying root causes and supporting continuous improvement. This role requires strong alignment with DCU’s core values, including ownership, transparency and commitment to doing what’s right for both the customer and the company.
Requirements
- Excellent communication (written and verbal)
- Strong problem-solving and analytical skills
- Ability to manage multiple priorities
- Proficiency in Microsoft Office, BC, and D365
- Strong typing and data entry accuracy
- Ability to work independently and in a team
- Minimum 5 years in automated door industry
Nice To Haves
- Customer service or complaint resolution experience preferred
Responsibilities
- Serve as the primary point of contact for all customer complaints and escalations
- Own customer issues from intake through verified resolution
- Investigate and resolve issues by coordinating with internal departments
- Translate customer concerns into actionable internal direction
- Ensure timely follow-up and closure of issues
- Identify root causes and drive cross-functional resolution
- Maintain accurate documentation of all interactions and outcomes
- Identify trends and escalate systemic issues
- Support continuous improvement initiatives
- Maintain relationships through clear and concise communication.
- Own customer issues from intake through confirmed resolution
- Ensure resolution timeliness aligned with expectations
- Escalate cross-department or delayed issues
- Contribute to reduction in repeat complaints
- Maintain complete and accurate documentation
- Ensure feedback loops for continuous improvement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
