Customer Care Specialist

<p>As a Customer Care Specialist,&nbsp;you will be responsible for interacting with customers via phone, chat, and email. The hours for this full-time role are Monday through Friday, with a start time between 6:00 am to 8:30 am.</p><ul><li>Responds to customers via phone,&nbsp;email, and chat</li><li>Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner</li><li>Triages customers appropriately and/or takes messages</li><li>Documents conversations concisely yet with enough detail that others can understand what transpired</li><li>Actively engage with clients' situations and diffuse escalations as needed</li><li>Precisely document conversations with customers in the&nbsp;company system(s) as required</li><li>Follow up with inquiries by making outbound calls and emails when necessary</li><li>Courteously and effectively communicate appropriate information to fellow team members and or members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.</li><li>Provide customers with inventory requests upon request</li><li>Create a bill of materials/quote for the customer's review</li><li>Learn, understand, and follow policies and procedures put into place by Elemental Brands management and relay them appropriately to customers</li><li>Continuous and proactive learning of new and updated products</li><li>Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)</li><li>Accept feedback from peers and management and implement suggestions as requested</li><li>Maintain a high level of client and company confidentiality</li><li>Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team</li><li>Performs related duties as required</li></ul>

<ul><li>High School Diploma/GED or equivalent training and experience</li><li>Minimum of one (1) year&nbsp;of experience in a customer service setting</li><li>Call center experience and knowledge of or interest in lighting technology are preferred, but not required</li><li>English usage, grammar, spelling, vocabulary, and punctuation</li><li>Ability to educate customers by phone, chat, and email on the proper usage of products</li><li>Ability to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videos</li><li>Ability to multitask</li><li>Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs</li><li>Knowledge of lighting industry standard verbiage</li><li>Knowledge of all platforms used to include, but not limited to:<ul><li>IFS</li><li>Configure One</li><li>Magento</li><li>Google Docs / Sheets</li><li>RingCentral</li><li>Zendesk</li></ul></li><li>Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl</li></ul><p>We Are Looking for Someone Who:</p><ul><li>Truly wants to help people</li><li>Thrives in a fast-paced environment; learns and synthesizes information quickly</li><li>Is adaptable and flexible</li><li>Is a dependable professional who enjoys interacting with customers by phone</li><li>Has excellent follow-up, organizational, and time management skills</li><li>Works quickly and efficiently with a high degree of quality</li><li>Ability to educate customers by phone, chat, and email on the proper usage of products</li><li>Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos</li><li>Ability to multitask</li></ul><p>Call center experience and knowledge of or interest in lighting technology is preferred, but not required.</p><p>Apply now by submitting your resume! We're constantly on the lookout for new talent to join our team. If you seek a supportive environment that prioritizes your growth and development, begin your career with us today. Your success drives the success of our customers!</p><p>&nbsp;</p>