Job Position: Customer Care Specialist
REPORTS TO: Customer Care Supervisor
Hours - 1pm - 9:30 pm Monday - Friday
Holiday Coverage as needed.
JOB POSITION SUMMARY
The Customer Care Specialist is a frontline, customer-focused professional responsible for delivering
exceptional support through inbound calls, emails, and service requests. This role is highly resolution oriented
and requires strong multitasking skills, sound judgment, and the ability
to operate independently during non-traditional hours, including periods with limited internal support.
The Customer Care Specialist consistently creates an overwhelmingly positive customer experience on
every interaction while maintaining accuracy, professionalism, and composure.
RESPONSIBILITIES:
. Serve as a primary point of contact by handling a high volume of incoming customer calls,
emails, and service requests with professionalism, clarity, efficiency, and a strong customer-first
mindset.
. Deliver empathetic, solution-focused support while maintaining composure and sound
judgment in high-pressure, time-sensitive situations.
.Take full ownership of customer issues from initial intake through resolution,
ensuring accurate assessment, timely follow-up, and fulfillment of service commitments.
. Effectively route inquiries and escalate issues to appropriate internal departments and
stakeholders when required, maintaining clear and consistent communication throughout the
process.
. Dispatch technicians and coordinate service responses based on urgency, availability, and
customer impact.
. Create accurate parts orders after warehouse cut-off hours and manage service- and partsrelated
resolutions during standard and after-hours operations.
. Navigate complex service scenarios during late evenings, weekends, holidays, and overnight
hours when minimal operational support may be available.
.Maintain clear, professional communication with customers, field personnel, and internal teams
to ensure service continuity and customer confidence.
. Ensure exceptional clerical accuracy across all case documentation, service records, dispatch
details, and parts orders.
. Utilize CRM, ERP, and service management systems to document interactions, track cases,
and maintain data integrity in compliance with service standards and internal processes.
. Additional duties as assigned.