Summary
The Digital Care Services Specialist provides elevated client support via phone, email, and video, focusing on product assessments, repair processing, and service inquiries. The role is responsible for meeting productivity and quality KPIs, accurately documenting interactions in CRM, and collaborating with product assessment, logistics, and client services teams.
Responsibilities
- Conduct thorough product assessments to identify repair needs and provide care instructions.
- Evaluate incoming repairs against documentation and determine repairability.
- Access technical systems (e.g., JDE) to obtain data and process repairs when needed.
- Handle customer calls and emails including payment collection, quotations, and store-related inquiries.
- Troubleshoot repair-related issues and coordinate with operational and leadership teams.
- Consistently achieve KPIs for email and phone quality, productivity, and efficiency.
- Document all calls and correspondence in CRM to track inquiries, feedback, and complaints.
- Participate in meetings, training, and process improvement initiatives.
Requirements
- Ideally 3–5 years of customer service experience.
- GED certificate or High School diploma.
- Excellent verbal and written communication skills and client-centric mindset.
- Strong organization, time-management, and ability to handle multiple tasks simultaneously.
- Proactive, detail-oriented, and able to work independently and as part of a team.
- Punctuality and schedule flexibility to work assigned shifts (including the 2nd shift schedule).
- Proficiency with CRM and required systems; ability to accurately document customer interactions.
