Customer Care Specialist

We are seeking a motivated and customer-focused individual to join our team as a Customer Project Specialist.  As a vital member of our operations department, you will be responsible for managing and maintaining positive relationships with our valued clients. Your primary objective will be to provide exceptional customer support, address inquiries, and resolve issues promptly, while utilizing our company values of problem solving, likability, ambition and caring to ensure customer satisfaction and loyalty.  

Responsibilities

• Customer Engagement: Interact with customers via multiple communication channels (phone, email, chat and text) to provide information, assistance, and support regarding their accounts, products, and services.
• Issue Resolutions: Investigate and resolve customer inquiries, concerns, and complaints in a timely and efficient manner. Collaborate with relevant departments to ensure swift issue resolution while maintaining a high level of customer satisfaction.
• Account Management: Handle account-related tasks, including updating customer information, processing transactions and coordinating service schedules. Maintain accurate and organized customer records.
• Product Knowledge: Develop a deep understanding of our products and services to accurately address customer inquiries and recommend appropriate solutions to meet their needs.
• Upselling and Cross-Selling: Identify opportunities to promote additional products or services that align with customers’ interests and needs, contributing to revenue and profit margin growth.
• Communication: Effectively communicate complex information and procedures to customers in a clear and concise manner. Keep customers informed about the status of their inquiries and provide follow-up as necessary.
• Documentation: Maintain thorough and accurate records of customer interactions, transactions, and resolutions in our enterprise resource planning (ERP) system.
• Feedback and Improvement: Collect and relay customer feedback to the relevant teams, contributing to the enhancement of our products, services and processes.
• Team Collaboration: Collaborate with colleagues across different departments to ensure a seamless customer experience. Share insights, best practices, and lessons learned to contribute to the team’s overall succuss.
• Compliance: Adhere to company policies, procedures, and regulatory guidelines to ensure a secure and complaint customer service environment.

Qualifications

• High School Diploma or equivalent; associate’s or bachelor’s degree in a related field a plus.
• Proven Experience in customer service, account management, construction management, or a related role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a passion providing exceptional customer support.
• Patient demeanor when dealing with customer concerns and inquiries.
• Ability to adapt to changing priorities and handle high-pressure situations with professionalism.
• Proficiency in using customer relationship management (CRM) and enterprise resource planning (ERP) software.
• Basic knowledge of relevant industry products, services, and trends.
• Strong organizational skills and attention to detail.