Customer Care Representative (Temporary)

This role is a full-time, temporary position for a remote US-based company for the months of January and February 2023.

The Role

The Customer Care & Call Center Representative will be responsible for, but not limited to the following: answering customer questions, attending to customer concerns, processing refunds, replacements, and orders, making product recommendations, helping customers track their order through email, chat and text. The position will be directly supporting the Customer Care Department. The job requires a detailed understanding of the full GSuite and Internet software, such as Customer Relationship Management and eCommerce platforms, the ability to solve problems collaboratively, and relevant customer support experience. This job requires a full-time (40 hr/wk) paid, fully remote position.

This job requires a flexible schedule.

Full Time
Customer Care hours are Monday – Friday: 8am – 10pm EST and Saturday & Sunday: 10am – 8pm EST
Example shift schedules include:
Tues-Fri 1-10pm, Saturday 11-8pm EST
Mon-Thurs 1-10pm, 11-8pm Sunday EST

Responsibilities

Follows communication procedures, guidelines, and policies.
Talks with customers by phone, text, email, social media, or web chat regarding product information, order questions, or changes in subscription service.
Assists with the placement of orders, refunds, or exchanges.
Proficient in taking payment information and other pertinent information such as addresses and phone numbers.
Reaches out to customers and verify account information via phone call, text, or email.
Maintains customer confidence and protects operations by keeping sensitive information confidential.
Capable of managing large amounts of incoming calls or open tickets.
Identifies and assesses customers’ needs to achieve customer satisfaction; Go the extra mile to engage customers.
Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
The ability to identify with the feelings of others to communicate clearly, accordingly, and effectively both verbally and in other forms.
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Ability to explain to customers the support processes within the organization.
Capable of taking on new skills quickly to provide direct support to customers.
Build sustainable professional relationships of trust through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools.
Contributes to team effort by accomplishing related tasks as needed.
Some travel (