Customer Care Specialist
About The Position
Surya is seeking a Customer Care Professional who is passionate about delivering exceptional service and building long-term customer loyalty. Our Customer Care team plays a critical role in processing orders and resolving customer inquiries through phone and email support. This role is ideal for someone who thrives in a collaborative team environment, enjoys problem-solving, and consistently exceeds customer expectations by providing reliable, responsive, and resourceful service. You will become a Surya subject matter expert, supporting customers with product knowledge and internal processes. Our Customer Care leadership team is caring, supportive, and fully invested in your success.
Requirements
- Exceptional customer service and communication skills
- 2+ years of customer service experience
- Strong problem-solving and critical-thinking abilities
- Ability to work effectively in a team-oriented environment
- Exceptional attention to detail
- Proficiency in Microsoft Office (Excel, Outlook, Word)
- Experience with order entry and ticketing systems
- Ability to adapt to change and learn new processes quickly
- Demonstrated ability to balance customer satisfaction with business needs
Nice To Haves
- Coursework toward an advanced degree in a related field
- 2+ years of phone-based customer service experience
- Experience contributing to process improvement initiatives
Responsibilities
- Handle customer inquiries via phone and email with professionalism and empathy
- Process customer orders accurately and efficiently
- Verify account information on all customer interactions
- Create and manage tickets for each customer contact
- Greet customers warmly and clearly identify the purpose of their call
- Educate customers on navigating and using the Surya.com website
- Provide accurate and detailed product and service information
- Recommend alternative solutions when customers are considering cancellation
- Document customer interactions and update accounts as needed
- De-escalate and resolve upset or frustrated customers
- Escalate recurring or complex issues to the appropriate supervisor
- Share insights and recommendations for process improvements with leadership
- Develop and maintain expert-level knowledge of Surya products and internal processes
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
