Customer Care Agent

Job Description

Job Description

We are on the lookout for a strategic Customer Care Agent to join our growing team. In this role, you’ll deliver exceptional experiences to our customers over the phone, email, live chat, and social media support.

You will also act as a point of escalation for more nuanced customer requests that require a higher level of problem-solving, sensitivity and attention.

You will kill our customers with kindness and knock their socks off every day with stellar service. You are passionate about helping others, self-motivated, highly organized, detail-oriented, extremely responsive, collaborative, professional, and a strong problem solver.

What You'll Do

• Answer phone, email, and live chat customer inquiries
• Provide clear, accurate, empathetic human responses; go the extra mile to engage and build relationships with customers
• Collaborate with other departments to complete Customer Care tasks, such as output requests, fulfillment requests, shipping issue requests, chargebacks, etc.

using our project management system while providing regular status updates to customers

• Actively listen to identify issues, problem solve on your feet; handle customer complaints, provide appropriate solutions and alternatives
• Master our order management system in order to efficiently and effectively manage customer relationships
• Maintain a broad knowledge of Southtree, Legacybox, and Kodak Digitizing products
• Suggest ways to improve our service, streamline our process and better serve our customers
• Channel recurring customer inquiries to your supervisor so we can root solve
• Performing other tasks as assigned

Who You Are

• Must be 18+ years old
• Associates degree or 1+ years of work experience
• Must work from Chattanooga, TN headquarters (not a remote position)
• Committed to a consistent schedule
• Proficient computer and technical skills
• Exceptional written and verbal communication skills, knack for building rapport with people quickly and easily
• Passionate about engaging and delighting the consumer
• A no task is too small attitude and a positive, spirited outlook

Extra Credit

• Customer service or call center experience
• Gorgias, Talk Desk and / or Shopify experience

Benefits

• $16.50 staring wage
• Healthcare coverage (medical, dental and vision)
• Retirement plan with employer match
• Paid time-off
• Partially paid parental leave (maternity, paternity) after 1 year of employment
• Performance bonus opportunities up to $700 during peak season
• Opportunity to personally grow learn and hone your professional skills
• Great culture featuring monthly game nights, spirit weeks, unlimited coffee, employee recognition, and advancement opportunities
• Ability to work for the industry leader in digitizing home movies, photos, and film, and one of the fastest-growing companies in Tennessee

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