Digital Care Services Specialist

Summary

The Digital Care Services Specialist handles client inquiries via phone, email, and video, providing accurate product assessments, repair guidance, and service information. This role requires achieving quality and productivity KPIs while using CRM and other internal systems to document interactions and coordinate with cross-functional teams. The specialist supports repair evaluation, troubleshooting, and customer payments while maintaining a client-centric approach.

Responsibilities

• Respond to client inquiries through phone, email, and video with professionalism and accuracy.
• Conduct product assessments to identify repair needs and determine repairability against documentation.
• Use internal systems to access technical data, process repairs, and document outcomes.
• Handle payment collection, provide quotations, and address store-related service inquiries.
• Troubleshoot repair issues and coordinate with Product Assessment, Logistics, and Client Services teams.
• Achieve KPIs for email and phone quality, productivity, and efficiency.
• Record all calls and email correspondence in CRM to track inquiries, feedback, and complaints.
• Participate in meetings, training, and process improvement initiatives.

Requirements

• 3 years of customer service experience preferred.
• High school diploma or GED.
• Excellent verbal and written communication skills.
• Strong organization, time-management, and multitasking abilities.
• Ability to learn systems quickly and work independently or as part of a team.
• Punctuality and schedule flexibility to work the assigned shift.