Customer Care

Job Summary

This position will interact with I‑CAR customers, cross‑functional departments, including instructors and volunteers to effectively support and promote I‑CAR products and services. Requiring significant inbound phone coverage, the successful candidate will provide excellent customer service.

• Answer incoming inquiries via phone, fax, and e‑mail.
• Confer with customers by telephone or e‑mail to provide information about products and services, take orders or cancel accounts, or to obtain details of complaints and assist customers.
• Track, report and keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Assist customers in class registration.
• Resolve customer service complaints by performing activities such as issuing refund requests.
• Contact customers to respond to inquiries or to notify them of investigation results and any planned adjustments with ownership.
• Work with Sales Center Manager on escalated or unresolved customer grievances.
• Communicate charges for products or services requested.
• Obtain and examine all relevant information to assess the validity of complaints and determine possible causes and solutions to the customer’s need.
• Proactively promote and provide accurate information on new services or programs while processing incoming calls.
• Process customer requests for student transcripts and certificate re‑issues as well as Gold Class or Platinum status updates.
• Answer customer questions on Gold Class and Platinum recognition programs.

• High School Diploma or G.E.D required.
• Experience working in a call center preferred.
• Telemarketing and/or collections experience preferred.
• Working knowledge of Microsoft Office applications (Word, Excel, Outlook, etc.).
• Excellent people and customer service skills.

I‑CAR is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable. Those with criminal histories will be considered in a manner consistent with applicable state and local laws.