Customer Care Specialist

ABOUT THIS TEAM

The Customer Care team is responsible for supporting all our United States and International customers through different channels, like phone, chat, email, and social media. This department ensures valuable customer relationships and solutions in a high graded quality delivery.

WHAT YOU’LL DO

• Responds promptly and professionally to customer inquiries, complaints, and requests through various communication channels (phone, email, chat, social media, etc.) to assess customer needs and provide accurate and on time solutions while maintaining a professional and empathetic demeanor.
• Documents customer interactions and keeps accurate and up-to-date records of customer accounts, inquiries, and feedback to help identify common issues and trends and provide valuable insights to management.
• Troubleshoots technical issues and provides expert assistance with product or service usage to ensure a seamless customer experience.
• Identifies opportunities to upsell or cross-sell products or services to customers in a professional and tactful manner.
• Escalates complex or high-priority issues to higher-level support or management promptly and efficiently.
• Collaborates with cross-functional teams, such as sales, marketing, and product development, to ensure a consistent and cohesive customer experience across all touchpoints.
• Provides regular feedback to management on common customer issues or trends, as well as suggestions for process improvements, product enhancements, or other areas of potential growth or innovation.
• Meets or exceeds customer satisfaction goals and metrics, while maintaining a positive, customer-centric mindset and attitude always.

WHAT YOU’LL NEED

• High School diploma or general education degree (GED)
• One (1) year of customer care experience
• Strong communication skills in English, in reading, writing, and speaking
• Excellent organizational, follow-through, and interpersonal skills
• Flexibility to work on the weekends and on holidays if needed, as well as adapting to support Daylight Savings Time changes

WHAT’S GOOD TO HAVE

• Technical proficiency and familiarity with common customer service software and tools, such as CRMs, helpdesk software, and ticketing systems (i.e., Salesforce, Zendesk, SiteJabber, Trustpilot, BBB)
• Has a solid foundation in basic math skills, including arithmetic and problem-solving

Outstanding Compensation

• Competitive salary
• Bi-annual bonus
• 401(k) plan with match
• Equity in company
• Flexible spending accounts (health, dependent care)
• Internet and home office reimbursement
• In-office catered breakfast and lunches

100% Full Health Benefits

• Medical, dental, and vision (optional plans for your family)
• Life & long term disability insurance (optional)
• Mental health support and resources
• Wellness reimbursement (gym, health apps, etc.)
• Pet Insurance (optional)

Flexible Time Away

• Up to 15 Days of Vacation Leave
• Sick time policy
• Observed holidays

Certain group health plans are required to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRFs). The MRFs for the Triple S Salud medical benefit plans are linked below as of July 1, 2022:

https://salud.grupotriples.com/en/transparency-in-coverage-machine-readable-files/

#LI-Hybrid #LI-AM1

We Transform Work Lives

As an established global organization, BOLD helps people find jobs. Our story is one of growth, success, and professional fulfillment. We create digital products that have empowered millions of people in 180 countries to build stronger resumes, cover letters, and CVs. The result of our work helps people interview confidently, finding the right job in less time. Our employees are experts, learners, contributors, and creatives.

We Celebrate and Promote Diversity and Inclusion

We value our position as an Equal Opportunity Employer. We hire based on qualifications, merit, and our business needs. We don't discriminate regarding race, color, religion, gender, pregnancy, national origin or citizenship, ancestry, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, marital status, genetic information, or any other applicable characteristic protected by law.