Customer Care Specialist

Customer Care Specialist

At Elemental Brands, our success starts with our people. Every day, our engineers, innovators, creators, and problem-solvers work together to develop and deliver innovative LED lighting solutions through Diode LED®, Lucetta®, Lucetta CI®, Gammalux®, and Elemental LED®. Together, we're driving innovation and helping define the future of the low-voltage linear lighting industry.

That same spirit of innovation and collaboration shapes everything we do. We encourage curiosity, continuous learning, and fresh ideas across every department, empowering employees to grow their careers, make meaningful contributions, and help shape the future of lighting.

Recognized by EDAWN as "Company of the Year – Large" and "Employees First – Large," and by the University of Nevada, Reno as "Graduate Employer of the Year," Elemental Brands is proud to be an award-winning workplace where people come first, innovation thrives, and careers flourish.

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 to 8:30 am.

• Responds to customers via phone, email, and chat
• Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
• Triages customers appropriately and/or takes messages
• Documents 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 or members of other teams, i.e., 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 Brands management and relay them appropriately to customers
• Continuous and proactive learning of 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 escalates more complex and/or sensitive customer issues to the Leadership Team
• Performs 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
• 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

We Are Looking for Someone Who:

• Truly wants to help people
• Thrives in a fast-paced environment; learns and synthesizes information quickly
• Is adaptable and flexible
• Is a dependable professional who enjoys interacting with customers by phone
• Has 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 proper usage of products
• Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos
• Ability to…