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 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 and repairability of items.
• Use the JD Edwards system to access technical data for processing repairs.
• Meet goals in email and phone quality and productivity.
• Handle a range of calls including payment collection, quotations, and customer service issues.
• Troubleshoot and research issues related to repairs, sometimes requiring production floor research.
• Maintain high customer service standards by adhering to Quality Customer Service Standards and company etiquette.
• Communicate with Product Assessment, Logistics, and Client Services teams to report feedback and ensure performance results are relayed to clients.
• Handle customer complaints with fairness and courtesy.
• Adhere to department and company policies and procedures.
• Stay updated on product, company, and departmental information.
• Document calls and email correspondence using CRM software.
• Participate in departmental trainings and improvement projects.
• Make recommendations to improve processes.
• Perform other duties as assigned to meet business objectives.

• 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 organization 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, with potential weekend work required.