Customer Care Representative

Overview

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain the highest levels of customer happiness and satisfaction.

Role

Customer Care Representative (Remote)

Location

Remote: Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming

Schedule and Hours

• Training Schedule: Paid virtual training (4-5 weeks)
• Call Center Hours of Operation: All shifts include one or both weekend days
• 8:00 AM to 4:30 PM MST, Monday–Friday
• 7:00 AM–6:00 PM MST, Monday–Friday
• 7:00 AM–5:00 PM MST, Saturday/Sunday

Compensation and Benefits

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (You\'re part owner of GCC)
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days/48 hours of paid sick time plus holidays
• Internet reimbursement
• Growth opportunities and results-based pay increases
• Engaging virtual and in-person events

What You’ll Be Doing

• Use multiple systems simultaneously to resolve customer inquiries efficiently
• Research and resolve problems by clarifying the customer’s concern, determining root cause, and explaining the best solution
• Address customer complaints effectively, offering suitable solutions and alternatives for swift resolution
• Engage customers to reconsider cancellations by highlighting benefits and available deals to retain loyalty
• Correct/update customer information to ensure current and reliable records
• Document customer requests and actions taken for accurate account records
• Fulfill customer order requests to enhance experience and encourage repeat business
• Assist customers with order status inquiries and shipping information
• Meet standard contact center performance metrics to uphold service quality
• Provide customer feedback to management to facilitate continuous improvement
• Follow communication procedures, guidelines, and policies to maintain professionalism

Qualifications

• High school diploma or GED
• 1-2 years in a customer service role
• 1 year customer service in a contact center setting (preferred)
• Proficiency using Windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office (Excel, Word) (preferred)
• Working knowledge of call center systems and/or workflows

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

For general internet safety and hiring practices information, refer to the company’s notices.

Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Consumer Services

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