Client Care Specialist; Remote

Client Care Specialist

Are you passionate about making a real difference in the lives of others? Do you thrive in a role where building relationships and solving problems with care matter more than rushing through calls? If so, we invite you to join us as a Client Care Specialist
, where your work directly impacts the independence and well-being of seniors and their caregivers. This is not your ordinary contact center role, it is about changing lives, one connection at a time.

The Client Care Specialist serves as the front line of customer engagement, delivering high-quality support across inbound and outbound phone, chat, and email channels. Outbound contacts will also be supported, in some instances,through an automateddialer.

The scope of these contacts ranges from new customer or technician installation support, existing customer assistance, and general inquiries related to our caption service. This includes account maintenance and ongoing product training. This role directly supports organizational success by serving as the front line for customer engagement through inbound phone and chat services. By providing timely responses and expert guidance onClear

Captionsproducts and features, the specialist enhances customer satisfaction and retention. Consistently meeting service level and performance metrics contributes to the company’s operational excellence, while accurate data management in Salesforce ensures effective customer relationship management.

• Inboundand outbound phone contacts will be the primary delivery of work as well as Chatand emailservices.
  
  Outbound contacts will also be supported, in some instances,through an automateddialer.

• Responds to Clear Captions customers to provide feature training related to Clear Captions products and services.

• Responds to Clear Captions customers and installers to provide installation support and ensurea welcoming experience for new customers.

• Meets or exceeds weekly and monthly performance metrics related to service level, first call resolution, and customer satisfaction.

• Managescustomer interactions within Salesforce Customer Relationship Management(CRM) system, ensuring accurate data entry and adherence to standard operating procedures.

• Responds to customer frustration with empathy and reassurance, aligning solutions to individual needs and concerns.

• Simplifiestechnical issues by providing calm, solution-focused guidance tailored to each customer’s comfort level and learning style.

• Identifies and resolvesrecurring customer issues by taking ownership and follow-through, helping to reduce repeat contacts and build customer confidence.

• Collaborates with peers and leadership to improve outreach strategies and customer experience flows.

• Performs other duties as assigned.

• A highschooldiploma or equivalent is required.

• A minimum of two (2) yearsof experienceincustomerserviceis required.

• A genuine desire to help customers feel supported, heard, and successful by adapting pace and style to meet the customer’s needs.

• Strong listening skills with track record of identifying customer needs, resolving issues and recommending relevant solutions.

• Experience conducting needs-based conversations that connect customers with solutions, helpful tools, or product enhancements.

• Effectively balances empathy with time management to meet both customer and operational goals.

• Proven ability to take ownership of customer issues driving resolution from initial contact throughfollow-upto ensure a seamless and complete customer experience.

• Demonstrates a growth mindset by adapting to new tools, seeking feedback and continuously learning in a changing environment.

• Maintains professionalism and solutions-focused during high-pressure or emotionally…