Customer Care Associate

Role Overview

• Manage a queue of customer inquiries via inbound and outbound phone calls, email, web, social media, sms and live chat, ensuring all interactions are positive, professional, and proactive.
• Identify at-risk customers, address concerns, and implement strategies to enhance engagement, satisfaction, and loyalty while reducing churn.
• Accurately document customer interactions, track emerging trends, and provide insights to help improve business operations and customer experience.
• Advocate for process improvements that address the evolving needs of customers contributing to a more efficient and effective support system.
• Meet performance and productivity goals, complete assigned training and development projects, and embrace opportunities for growth within a fast-paced startup environment.
• Provide guidance and support to both customers and team members, demonstrating patience and understanding while driving positive outcomes.
• Follow up on unresolved issues, proactively check in with customers, and go the extra mile to create an outstanding experience.
• Take on a variety of responsibilities, from frontline customer interactions to analyzing feedback and supporting internal initiatives, ensuring flexibility and adaptability in a fast-moving startup environment.

Requirements

• Excellent written and verbal communication skills in English
• A problem-solving mindset with integrity, emotional intelligence, and accountability
• Comfort with technology, including various CRM platforms and Google Workspace, and the ability to learn new tools quickly
• Bilingual English
• Spanish speakers strongly preferred
• 1 year of contact center experience required, with direct-to-consumer ecommerce experience preferred
• Strong time management skills and the ability to transition seamlessly between tasks
• Typing speed of 50 WPM or higher
• Quiet work environment in which to handle phone calls
• Reliable or upgraded internet services with speeds of 50 mbps or higher

Benefits

• Willingness to attend our annual in-person company meetings (FilterEasy will reimburse the cost of your business travel per company guidelines)