Customer Care Representative (Call Center)

The Customer Care Representative handles a variety of customer interactions through phone, email, chat, and social media. This includes answering questions, troubleshooting issues, processing requests, and offering helpful solutions. Actively listens to customer feedback and identifies areas for improvement.

Essential Functions:

• Respond promptly and professionally to customer inquiries across various channels.
• Accurately diagnose and resolve customer issues within established turnaround times.
• Provide clear and concise information about products, services, and policies.
• Research and escalate complex issues to appropriate teams for resolution.
• Proactively identify and address customer concerns, going the extra mile to ensure satisfaction.
• Document interaction details accurately and consistently for future reference.
• Generate customer satisfaction reports and identify trends for improvement.
• Attend regular training sessions to stay updated on product knowledge and best practices.
• Contribute to a positive and supportive team environment.
• Performs other job-related duties as assigned.

Qualifications:

• High School Diploma or equivalent
• Minimum of two (2) years of experience in ­­­­­customer service, preferably in a call center or related setting.
• Knowledge of customer service best practices and etiquette; relevant industry regulations and compliance requirements and customer relationship management (CRM) systems.
• Skill in verbal and written communication; active listening and problem-solving; using various communication tools and systems; adaptability and resilience in handling challenging situations. Strong typing skills.
• Ability to prioritize tasks and manage multiple deadlines; work independently and as part of a team; remain calm and professional under pressure; maintain respect for and empathy with customers and their needs.
• Located in Charlotte, NC area.

Work Environment: Position is hybrid, in-office and remote

Salary range: $34,500 - $45,900, depending on experience

Benefits: Scouting America offers a generous benefits package to eligible full-time employees. Benefits begin upon hire, and include major medical, prescription coverage, dental, vision, short-term and long-term disability insurance, accidental death insurance, and 403(B) plan with employer match. Paid Time Off is also available upon hire.

Scouting America is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.