Customer Care Specialist

Job Description

Job Description

Customer Care Specialist - $20 / hr

Irvine, CA (3 days a week onsite, 2 days remote)

Hours : 7AM - 3 : 30PM onsite, 6AM - 2 : 30PM remote

Contract to Hire

Job ID 2024-9960

Solugenix is assisting a client in their search for a Customer Care Specialist . This is a contract to hire opportunity based in Irvine, CA (Hybrid).

The main purpose of this role is to perform essential customer service-related duties to assist customers with their needs regarding coffee machines.

Provides first-level troubleshooting and problem resolution with our customers. Starts the tracking process for any repairs or fixes needed for a piece of equipment.

Qualifications :

• High School Diploma or GED or equivalent experience.
• 2 4 years of customer service experience.
• Able to think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
• Willing to go above their job duties and tasks to provide support to teammates and leadership.
• Capability to prioritize tasks, multitask, and complete them in a fast-paced, high-pressure environment.
• Exhibiting patience and confidence with a diverse clientele.
• Exhibits self-motivation, and the ability to multitask and pay close attention to small details.
• Ability to work independently without much direct supervision.
• Ability to logically ask root cause analysis questions and diffuse tense situations.
• Provide exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Provide concise and quick service, mindful of the time needed to be spent with every customer.
• Strong time management and decision-making skills.
• Typing speed of at least 35 words per minute.

Responsibilities :

• Engaging with customers, confirming, or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, diffusing angry clients, as needed.
• Identify and resolve product issues and address customers’ needs, complaints, or issues with our products.
• Troubleshoot with customers over the phone / emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary downtime of equipment and nuisance costs.
• High attention to detail and able to function in ambiguous areas of customer care by leveraging both training and SOPs of the customer care team.
• Gather detailed information and a basic overview of service issues and create service cases in the Salesforce CRM system with all relevant information with prioritization and categorization based on drop-down lists for closure or follow-up by the dispatch team.
• Review eligibility for warranty repairs and maintenance; enter accurate service call records with appropriate severity ratings.
• Review machine case history, and escalate recurring issues to Escalation point of contact as needed.
• Provide timely and professional support for customers including data collection, troubleshooting, and problem resolution while remaining empathetic to customers’ situation.
• Understanding and striving to meet or exceed call center metrics and expectations.

Pay Range for CA, CO, IL, NJ, NY, WA, and DC : $20 / hour to $20 / hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training and / or experience.

About the Client

Our client is one of the leading manufacturers of equipment.

Company Description

For over 52 years, Solugenix has been a global technology development and services firm with locations in California, Arizona, Georgia, Missoula, India and the Dominican Republic.

As a pioneer in professional staffing services and IT Consulting, we’ve partnered with some of the biggest global corporations across many industries.

Company Description

For over 52 years, Solugenix has been a global technology development and services firm with locations in California, Arizona, Georgia, Missoula, India and the Dominican Republic.

As a pioneer in professional staffing services and IT Consulting, we’ve partnered with some of the biggest global corporations across many industries.