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Role Description

As a Customer Care Representative Tier 2, you will handle more in-depth or complex issues that our offshore or tier 1 support isn’t equipped to handle. You’ll have access to more tools and information to help resolve inquiries efficiently. You’ll provide high-quality service and troubleshoot issues in depth to ensure customer satisfaction. This role requires strong problem-solving abilities, technical aptitude, and a customer-first attitude.

• Communicates professionally and empathetically via phone, email, chat, text, case, and social media, answering customer questions, resolving issues and complaints.
• Handles customer inquiries or workflow processes that the offshore team or tier 1 roles cannot resolve.
• Provides backup support to offshore team in other areas and on an as-needed basis.
• Identifies and reports recurring issues and trends to leadership.
• Adherence to company policies, procedures, and service level agreements (SLAs).
• Accurately updates customer records and provides detailed documentation of all actions taken in the CRM system.

Qualifications

• High school diploma or GED
• Minimum of 2 years' experience in a customer service support center environment; or 1+ years with the company
• Minimum typing of 50 words per minute with 95% accuracy
• Comprehensive spelling and grammar skills
• Active listening to fully understand customer needs before responding
• Navigate and use multiple systems efficiently and while assisting a customer
• Comprehensive knowledge of computers and mobile devices
• Tech-savvy with an ability to learn new systems and tools quickly
• Knowledge of principles and processes for providing an excellent customer experience
• Stay updated on changes and apply them to real-time customer interactions
• Escalate only when necessary and provide complete documentation when doing so
• Working knowledge of Microsoft Office applications
• Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk preferred but not required
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Competencies & Attributes

• Passionate Learner – actively learns; asks questions to gain further understanding; open to feedback; applies learning to role; considers learning important and completes when assigned
• Flexible & Agile Adapter – open to change, works well with little direction and finishes the task, keeps calm under pressure and doesn’t dwell on the past
• Talent Builder – shares knowledge with others, considers how to include others to problem solve and gain knowledge, looks for ways to acknowledge and motivate others
• Effective Communicator – can articulate well when sharing information, self-aware of impact and style when communicating to engage others, asks questions and listens
• Team Builder – works well with others, collaborates with a wide number of associates/teams, acts humbly when a part of a team and understands the importance of including others
• Customer Focused Partner – understands the customer and shares insights, values the customer and eager to make a positive impact, holds self to a good standard of customer service
• Strategic Thinker – brings new, strategic ideas to the team, actively supports strategic plans, provides additional ideas to drive improvements
• Big Picture Thinker – understands how the team operates, knows how decisions could impact other teams
• Results Driver – holds self to a good standard of work and delivery, manages own time and focuses on the right priorities, self-motivated, adapts easily, demonstrates grit
• Problem Solver & Decision Maker – uses the right information to make decisions and take action with others to solve problems, uses good judgement to make prompt yet balanced decisions

Working Conditions & Physical Requirements

The work is sedentary and remote. Typically, the associate may sit comfortably to do the work. However, there may be some walking, standing, or bending, carrying of light items such as computer equipment, driving an automobile, etc. No special physical demands are required to perform the work.

Benefits

• Competitive salary and outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match.
• In-house salon with complementary services and a varied selection of food options at our corporate campus.
• Onsite store, where associates enjoy a great merchandise discount!