Customer Care Specialist

Comfort Research, LLC.-posted 4 months ago
Part-time • Entry Level
Grand Rapids, MI
11-50 employees
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The Tier 1 Customer Care Specialist is the frontline voice of Big Joe's support team. This role provides assistance to customers via live chat (available 9 a.m.-5 p.m. EST) and email, addressing inquiries about products, orders, and warranties. Specialists are expected to resolve issues efficiently, identify when a case requires escalation to Tier 2 or management, and consistently meet service benchmarks. This valued role provides an important perspective on the voice of Big Joe customers.

  • Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others.
  • Serve as the first point of human contact for customer inquiries through live chat and email.
  • Respond to questions regarding orders, product details, returns, warranties, and troubleshooting in a way that shows genuine concern for addressing customer concerns.
  • Accurately log and resolve customer cases in a timely manner.
  • Escalate complex or unresolved issues to Tier 2 agents or managers when appropriate.
  • Achieve and maintain benchmark service levels, including response time of under 24 hours, resolution time under 48 hours, and a customer satisfaction score over 75%.
  • Provide feedback to the Customer Care Manager to improve processes, tools, and customer experience.
  • Assist with Amazon and other e-commerce sales portals to ensure order and shipping issues are mitigated.
  • Maintain a flexible schedule of 15-30 hours per week. Some evening and weekend availability is required following the completion of the training period.
  • Support eCommerce and Sales teams in shared goals & initiatives.
  • Other duties may be assigned by leadership.
  • 1+ year of customer service or support experience preferred.
  • Strong written communication skills with a friendly, approachable tone.
  • Comfortable in a fast-paced, digital-first environment.
  • Familiarity with ticketing systems or CRM tools is a plus.
  • High school diploma or equivalent required; some college coursework preferred.
  • Demonstrated ability to listen actively and respond with understanding and care when working with others.
  • Strong desire to ask questions, learn continuously, and investigate issues thoroughly.
  • Proven ability to maintain accuracy and thoroughness when handling tickets and documenting resolutions.
  • Track record of meeting performance targets while providing high-quality service.
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