What are the responsibilities and job description for the Customer Experience Specialist position at Flexday AI Inc.?
Customer Care Representative - Full Time
Position: Customer Care Representative
Employment Type: Full-Time
Compensation: $18.27 - $20.19/hour ($38,000 - $42,000 annually)
Schedule: 6:00 AM - 2:00 PM
Location: In-House Position
Position Overview
We are seeking a dedicated Customer Care Representative to join our team and serve as the primary point of contact for our valued customers. This role involves handling inbound customer calls, managing escalated inquiries and complaints, and acting as a human-in-the-loop for complex customer service situations that require personalized attention and resolution.
Key Responsibilities
Customer Communication & Support:
- Handle inbound customer calls professionally and efficiently
- Manage escalated customer inquiries and complaints requiring specialized attention
- Answer customer questions and provide detailed product/service information
- Assess customer needs for additional products and services
- Provide customer education and guidance regarding our offerings
Call Management & Documentation:
- Process both inbound calls and outbound calls through manual dialing and automated dialer systems
- Thoroughly document all customer interactions in our computerized record-keeping system
- Enter and process customer orders accurately in the computerized order management system
- Verify and update customer demographic information including addresses and contact details
Performance Standards & Collaboration:
- Respond to inbound customer calls within 16 seconds to maintain service level agreements
- Sign and adhere to Service Level Agreement (SLA) requirements
- Collaborate with extended technical team to provide feedback and suggestions on new and proprietary customer support systems
- Participate in system testing and improvement initiatives
Compliance & Quality Assurance:
- Support customers in following through with service recommendations and requirements
- Ensure all customer service activities align with company policies and regulatory requirements
- Maintain detailed records for compliance and quality assurance purposes
Required Qualifications
- High school diploma or equivalent
- Previous customer service experience preferred
- Strong verbal and written communication skills
- Proficiency with computer systems and ability to learn new software quickly
- Excellent problem-solving abilities and attention to detail
- Ability to handle difficult customer situations with patience and professionalism
- Ability to work effectively with technical teams and provide constructive feedback
- Willingness to sign and commit to Service Level Agreement requirements
What We Offer
- Competitive hourly wage of $18.27 - $20.19 ($38,000 - $42,000 annually)
- Early morning schedule (6:00 AM - 2:00 PM) allowing for work-life balance
- Full-time hours with consistent schedule
- Comprehensive training program
- Opportunities for professional development and advancement
- Supportive team environment
Application Process
Interested candidates should submit their resume and a brief cover letter explaining their interest in customer service and relevant experience.
We are an equal opportunity employer committed to diversity and inclusion in the workplace.
Job Type: Full-time
Pay: $38,000.00 - $41,000.00 per year
Benefits:
- Health insurance
- Paid time off
Education:
- Bachelor's (Preferred)
Ability to Commute:
- Gold River, CA 95670 (Required)
Ability to Relocate:
- Gold River, CA 95670: Relocate before starting work (Required)
Work Location: In person
Salary : $38,000 - $42,000