Customer Care Advocate

Aston Carter•Memphis, TN

7d•$20 - $22•Onsite

About The Position

The Product Support Specialist serves as the primary point of contact for consumers, providing courteous and knowledgeable support on product usage, safety, storage, disposal, labeling, shipping, and troubleshooting. This role manages inbound calls, emails, website inquiries, product reviews, complaints, and claims while delivering exceptional customer service and accurate product information. The position requires strong communication skills, attention to detail, and the ability to resolve issues efficiently while maintaining a professional and empathetic approach.

Requirements

Experience in customer service, consumer care, or a call center environment is preferred.
Strong verbal communication skills with a professional, clear, and empathetic approach to interacting with consumers.
Strong written communication skills for composing accurate, concise, and customer-friendly emails and documentation.
Excellent problem-solving abilities with the capacity to analyze issues, identify root causes, and propose effective solutions.
Strong organizational skills with the ability to manage multiple cases and priorities in a fast-paced environment.
Effective multitasking skills to handle calls, emails, and documentation concurrently without sacrificing quality.
High attention to detail to ensure accurate data entry, documentation, and processing of refunds, coupons, and replacements.
Proficiency in Microsoft Office applications and comfort working with computer-based systems and databases.
Ability to build strong working relationships and collaborate effectively across departments.

Nice To Haves

Experience in a product-based support environment is a plus, particularly handling inquiries related to product usage, safety, and troubleshooting.
Familiarity with documenting customer interactions in CRM or case management systems.
Comfort working with established safety, quality, and compliance procedures.
Interest in learning about products and staying current through training and collaboration with internal teams.

Responsibilities

Respond to consumer phone calls, emails, and website inquiries regarding product usage, safety, storage, disposal, labeling, shipping, and damage concerns in a timely and professional manner.
Research and resolve consumer complaints, claims, and product-related issues by gathering information, analyzing the situation, and providing clear resolutions.
Accurately document all consumer interactions, case details, and resolutions in company systems to ensure complete and reliable records.
Process refunds, coupons, and product replacements while effectively managing consumer conversations and maintaining a positive customer experience.
Maintain up-to-date product knowledge through ongoing training and collaboration with internal teams, including research and development and marketing.
Follow company safety, quality, and compliance procedures in all consumer interactions and documentation activities.
Build strong relationships with internal teams and collaborate across departments to resolve complex issues and improve the overall customer experience.
Manage multiple consumer inquiries and priorities simultaneously while maintaining accuracy, professionalism, and empathy.
Contribute to continuous improvement of customer care processes by sharing feedback, identifying trends, and suggesting enhancements.