Specialist I, Customer Care

FFF Enterprises • Temecula, CA

3d • Remote

About The Position

The Customer Care Specialist provides professional, enthusiastic, and accountable customer service through telephone, email, chat, and other communication channels. The role provides product and service information, processes orders accurately and efficiently, answers questions and follows up, promotes selling initiatives, and resolves customer issues in a timely manner. The successful candidate understands the company’s core values and customer service policies and consistently applies the 8 Commandments of “WOW” Customer Service.

The specialist supports Flu, Customer Service, and Sales skill queues, handling calls, voicemail, email, and chat. Duties include answering inquiries, placing orders, checking product availability and pricing, resolving issues, and addressing account status. Department orders and customer emails must be processed within one hour of receipt, and chat communications must be answered promptly. The role also works with other departments to manage and ship products efficiently, follows department SOPs, meets accuracy and interaction requirements, and complies with safety and compliance policies.

The position requires a high level of attention to detail, effective time management, sound judgment, and the ability to work under pressure during busy periods. The specialist must be able to work remotely under minimum supervision and as part of a team. There are no direct reports.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in a customer service environment; call center experience preferred.
• Experience providing above-and-beyond customer service.
• Experience in order entry, research, service or product suggestions, and problem-solving.
• General computer knowledge, including Microsoft Outlook.
• Excellent verbal and written communication skills and ability to interact effectively with customers, co-workers, and management.
• Positive and professional attitude; ability to follow established procedures and processes with little deviation.
• Ability to work constructively with co-workers, share ideas, and consider others’ ideas and suggestions.
• Detail orientation and focus on accuracy; time-management and problem-resolution skills.
• Ability to work remotely under minimum supervision and as part of a team.
• Ability to learn and share knowledge, use discretion and appropriate judgment, find solutions proactively, and exercise self-control and diplomacy in customer and employee relations.
• Ability to work under pressure, concentrate, and maintain attention to detail during busy periods.
• Proven attendance record.
• Proficiency in SAP, MyFluVaccine.com, InFFFocus, Salesforce, Biosupply, and FedEx tracking.
• Ability to manage and navigate call center software.

Nice To Haves

• Call center experience.

Responsibilities

• Deliver WOW! customer service during every customer interaction, following the 8 Commandments of “WOW” Customer Service.
• Maintain a positive, courteous, and professional attitude with customers and employees at all levels.
• Maintain commitments and deadlines, and use time and resources effectively, including compliance with unavailable codes.
• Maintain the department’s minimum monthly order accuracy percentage of 99.80% and meet minimum requirements for interactions handled.
• Handle Flu, Customer Service, and Sales queues, including calls, voicemail, email, and chat.
• Answer customer inquiries and requests; place orders; check product availability, pricing, and account status; and resolve issues.
• Process department orders and respond to customer emails through all channels within one hour of receipt.
• Respond promptly to customer chat communications.
• Follow department SOPs related to job duties and complete additional SOP responsibilities assigned by management.
• Work with other departments to manage and ship products efficiently.
• Achieve assigned goals and objectives and demonstrate dedication to the position’s responsibilities.
• Follow the Injury and Illness Prevention Program, work safely, and immediately report injuries, hazards, or program violations.
• Follow Compliance Program policies and procedures and immediately report concerns or violations.
• Represent the company professionally and contribute to effective teamwork and knowledge sharing.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED