Customer Care Specialist

Purchasing Power

1d•Hybrid

About The Position

Purchasing Power is a leading employee purchase program that helps people buy the products and services they need through the convenience of payroll deduction. As part of PROG Holdings (NYSE: PRG), a FinTech holding company with more than 20 years of experience, we’re focused on building simple, responsible financial solutions that put people first. PROG Holdings’ portfolio includes Progressive Leasing, a market leader in lease‑to‑own solutions, Purchasing Power, and Four, a Buy Now Pay Later (BNPL) platform — all united by a commitment to innovation, access, and meaningful impact. We’re looking for a Customer Care Specialist to help shape how Purchasing Power shows up with employers, partners, and the broader market. The Customer Care Specialist will assist in uncovering opportunities in our processes and offering recommendations for resolving customer concerns in an accurate and timely manner. This position will work cross functionally to effectively identify any service-related issues, while balancing both the needs of the customer and the business. The ideal candidate will support service recovery initiatives through three focus areas: research, service, and operations. You will be tasked with following the escalations paths designed to regulate efficiencies in each respective workflow which in turn will increase customer satisfaction.

Requirements

3+ years of experience in customer support/contact center or sales support
Advanced level computer skills with basic Microsoft programs (Excel, Word, Outlook)
Strong verbal and written communications and interpersonal skills
Customer focused with the ability to work effectively and professionally with customers
Problem solving skills, resourceful and effective in making decisions with strong attention to detail
Team player with strong interpersonal skills possessing the ability to effectively work within the department, company, and network
Ability to work independently in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers
Regular, consistent, and punctual attendance, must be able to work variable schedule(s) and overtime as necessary

Nice To Haves

Relationship management experience, preferred

Responsibilities

Effectively, research, and resolve customer issues via multiple work queues (including Social Media sites) in a courteous and timely manner
Determine the root cause of customer complaints and provide appropriate corrective actions following the provided escalations paths for resolution
Serve as liaison between customer support team, management, and customer to improve customer service and business productivity
Share customer feedback on needed enhancements to business processes and work environment to help improve program offerings
Assists in the development, testing, and communication of operational policies and procedures
Follow customer service programs and strategies to provide outstanding service
Document routine customer correspondence for future reference purposes
Assist in training and mentoring new peers on customer support and department guidelines