Digital Care Services Specialist

As a Digital Care Services Specialist, you will be responsible for servicing clients through accurate handling of inquiries related to Care Services via phone, email, and video. You will achieve assigned objectives in productivity and quality while maintaining high operational standards and efficient use of key systems.

• Perform accurate product assessments related to repairs and quality to create repair or care information for clients.
• Assess incoming repairs to determine the condition of items against store documents and decide if products are repairable.
• Use the JD Edwards system to access technical data for processing repairs when instructions are not provided.
• Meet assigned goals in email and phone quality, and productivity.
• Handle a range of calls including payment collection, quotations, and customer service issues.
• Troubleshoot, analyze, and research issues related to repairs, sometimes requiring production floor research.
• Maintain high customer service standards by demonstrating exemplary service leadership in phone quality, complaint resolution, product awareness, and store relations.
• Communicate with Product Assessment, Logistics, and Client Services teams to report feedback on shipments and ensure performance results or issues are relayed to clients.
• Handle customer complaints with fairness and courtesy while maintaining a client-centric mindset.
• Adhere to department and company policies and procedures.
• Stay updated on product, company, and departmental information/initiatives.
• Utilize all required systems effectively.
• Document calls and email correspondence to track customer inquiries, feedback, and complaints using CRM software.
• Participate in departmental trainings and initiatives.
• Engage in improvement projects and make process improvement recommendations.
• Perform other duties as assigned to meet business objectives and goals.

• 3-5 years of experience in customer service.
• GED certificate or high school diploma.
• Exceptional client-centric mindset.
• Excellent verbal and written communication skills.
• Ability to learn quickly and maintain high performance in a fast-paced environment.
• Excellent organizational and time-management skills.
• Proactive, solution-oriented, and detail-oriented.
• Ability to work independently and as part of a team.
• Exceptional interpersonal skills and ability to interact with all levels of employees.
• Ability to handle multiple tasks simultaneously.
• Self-starter with minimal supervision required.
• Punctuality and schedule flexibility, including weekends, are essential.