Customer Care Representative

Pay: $38,000.00 - $41,000.00 per year 

Job description: 

Customer Care Representative - Full Time 

Position: Customer Care Representative 
Employment Type: Full-Time 
Compensation: $18.27 - $20.19/hour ($38,000 - $42,000 annually) 
Schedule: 6:00 AM - 2:00 PM 
Location: In-House Position 

Position Overview 

We are seeking a dedicated Customer Care Representative to join our team and serve as the primary point of contact for our valued customers. This role involves handling inbound customer calls, managing escalated inquiries and complaints, and acting as a human-in-the-loop for complex customer service situations that require personalized attention and resolution. 

Key Responsibilities 

Customer Communication & Support: 

Handle inbound customer calls professionally and efficiently 

Manage escalated customer inquiries and complaints requiring specialized attention 

Answer customer questions and provide detailed product/service information 

Assess customer needs for additional products and services 

Provide customer education and guidance regarding our offerings 

Call Management & Documentation: 

Process both inbound calls and outbound calls through manual dialing and automated dialer systems 

Thoroughly document all customer interactions in our computerized record-keeping system 

Enter and process customer orders accurately in the computerized order management system 

Verify and update customer demographic information including addresses and contact details 

Performance Standards & Collaboration: 

Respond to inbound customer calls within 16 seconds to maintain service level agreements 

Sign and adhere to Service Level Agreement (SLA) requirements 

Collaborate with extended technical team to provide feedback and suggestions on new and proprietary customer support systems 

Participate in system testing and improvement initiatives 

Compliance & Quality Assurance: 

Support customers in following through with service recommendations and requirements 

Ensure all customer service activities align with company policies and regulatory requirements 

Maintain detailed records for compliance and quality assurance purposes 

Required Qualifications 

High school diploma or equivalent 

Previous customer service experience preferred 

Strong verbal and written communication skills 

Proficiency with computer systems and ability to learn new software quickly 

Excellent problem-solving abilities and attention to detail 

Ability to handle difficult customer situations with patience and professionalism 

Ability to work effectively with technical teams and provide constructive feedback 

Willingness to sign and commit to Service Level Agreement requirements 

What We Offer 

Competitive hourly wage of $18.27 - $20.19 ($38,000 - $42,000 annually) 

Early morning schedule (6:00 AM - 2:00 PM) allowing for work-life balance 

Full-time hours with consistent schedule 

Comprehensive training program 

Opportunities for professional development and advancement 

Supportive team environment 

Application Process 

Interested candidates should submit their resume and a brief cover letter explaining their interest in customer service and relevant experience. 

We are an equal opportunity employer committed to diversity and inclusion in the workplace. 

Job Type: Full-time 

Benefits: 

Health insurance 

Paid time off 

Education: 

Bachelor's (Preferred) 

Ability to Commute: 

Gold River, CA 95670 (Required) 

Ability to Relocate: 

Gold River, CA 95670: Relocate before starting work (Required) 

Work Location: In person