Customer Care Specialist

Elemental LED is a leading U.S. based engineering and technology company that creates, develops, manufactures, markets, and sells innovative LED lighting solutions. It recently received the "Company of the Year
- Large" and "Employees First
- Large" awards at the EDAWN Existing Industry Awards.

As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email. The hours for this full‑time role are Monday through Friday, with a start time between 6:00 am and 8:30 am.

• Respond to customers via phone, email, and chat.
• Effectively communicate product/technical information clearly and concisely, adjusting language to meet customer needs in a professional manner.
• Triage customers appropriately and/or take messages.
• Document conversations concisely yet with enough detail that others can understand what transpired.
• Actively engage with clients’ situations and diffuse escalations as needed.
• Precisely document conversations with customers in the company system(s) as required.
• Follow up with inquiries by making outbound calls and emails when necessary.
• Courteously and effectively communicate appropriate information to fellow team members and other teams, e.g., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
• Provide customers with inventory requests upon request.
• Create a bill of materials/quote for the customer’s review.
• Learn, understand, and follow policies and procedures put into place by Elemental LED management and relay them appropriately to customers.
• Continuously and proactively learn new and updated products.
• Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability).
• Accept feedback from peers and management and implement suggestions as requested.
• Maintain a high level of client and company confidentiality.
• Appropriately elevate more complex and/or sensitive customer issues to the Leadership Team.
• Perform related duties as required.

• High School Diploma/GED or equivalent training and experience.
• Minimum of one (1) year of experience in a customer service setting.
• Call center experience and knowledge of or interest in lighting technology are preferred, but not required.
• Excellent English usage, grammar, spelling, vocabulary, and punctuation.
• Ability to educate customers by phone, chat, and email on the proper usage of products.
• Ability to troubleshoot and problem‑solve unique situations by phone, chat, emails, and utilizing pictures or videos.
• Ability to multitask.
• Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs.
• Knowledge of lighting industry standard verbiage.
• Knowledge of all platforms used to include, but not limited to:
  Fishbowl, Configure One, Magento, Google Docs/Sheets, Ring Central, Zendesk.
• Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl.

• Truly wants to help people.
• Thrives in a fast‑paced environment; learns and synthesizes information quickly.
• Adaptable and flexible.
• Dependable professional who enjoys interacting with customers by phone.
• Excellent follow‑up, organizational, and time‑management skills.
• Works quickly and efficiently with a high degree of quality.
• Ability to educate customers by phone, chat, and email on the correct usage of products.
• Ability to troubleshoot and problem‑solve unique situations by phone, chat, email, utilizing pictures or videos.
• Ability to multitask.

All your information will be kept confidential according to EEO guidelines.

• Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer).
• Company‑matched 401(k) Plan, at 5%, no vesting schedule.
• Paid Time Off (PTO).
• Volunteer Time Off (VTO).
• Three Paid Flexible Holiday per year.
• Seven Paid Holidays.
• Pre‑Tax Flexible Spending Accounts (FSA) and Health Savings Account (HSA) – $200 annual employer contribution.
• Career Development Plan Program.
• Discounted Corporate Gym Membership at South Reno Athletic Club.
• Tuition Assistance.
• Employee Discount.
• Monthly Birthday Lunch Celebrations.
• On‑site Snacks and Beverages.
• Employee Referral Bonus Program.