Customer Care Specialist

About the Role:

The Customer Care Specialist plays a pivotal role in ensuring exceptional customer experiences by addressing inquiries, resolving issues, and providing accurate information about products and services. This position requires a proactive approach to understanding customer needs and delivering timely solutions that enhance satisfaction and loyalty. The specialist will serve as a primary point of contact, managing communications across multiple channels including phone, email, and live chat. By collaborating with internal teams, the role contributes to continuous improvement of customer service processes and product offerings. Ultimately, the Customer Care Specialist helps build and maintain strong customer relationships that support the company’s reputation and growth objectives.

Benefits available to our full-time employees:

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service or support role.
• Strong verbal and written communication skills.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle multiple tasks and maintain composure in a fast-paced environment.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Communications, or a related field.
• Experience working in a call center or customer support environment.
• Knowledge of the company’s industry or product line.
• Bilingual abilities, especially in Spanish and English.
• Certification in customer service or related professional training.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Identify and resolve customer issues by troubleshooting problems and providing appropriate solutions.
• Document customer interactions and maintain accurate records in the customer relationship management (CRM) system.
• Collaborate with cross-functional teams such as sales, technical support, and logistics to address complex customer needs.
• Follow up with customers to ensure their issues are fully resolved and gather feedback to improve service quality.
• Stay informed about product updates, company policies, and industry trends to provide accurate information.
• Assist in developing and updating customer service procedures and training materials.

Skills:

The Customer Care Specialist utilizes strong communication skills daily to clearly and empathetically interact with customers, ensuring their concerns are understood and addressed effectively. Problem-solving skills are essential for diagnosing issues and providing timely, accurate solutions that meet customer needs. Organizational skills help manage multiple customer interactions simultaneously while maintaining detailed records in CRM systems. Collaboration skills enable the specialist to work efficiently with internal teams to resolve complex problems and improve service delivery. Additionally, adaptability and continuous learning are important as the specialist stays updated on product changes and evolving customer service best practices.

Equal Employment Opportunity

Lightshare Behavioral Wellness & Recovery is an Equal Employment Opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.

Lightshare provides reasonable accommodations to qualified individuals with disabilities during the application and hiring process. If you require an accommodation to apply, please contact Human Resources.

All employment decisions are based on qualifications, merit, business needs, and other lawful considerations.