Customer Care Representative

About This Role

Provide exceptional customer service and resolve a high volume of inbound customer inquiries for an onsite role in Northampton, PA. Actively listen to customers, efficiently resolve issues, and ensure a positive experience.

Responsibilities

• Manage inbound (and occasional outbound) calls to address customer needs, questions, and issues
• Provide accurate, efficient, and friendly responses, ensuring customers feel supported at every step
• Use active listening to clarify details, resolve concerns, and calm escalated situations
• Build rapport with customers and collaborate effectively with internal team members
• Navigate job-specific software, scripts, databases, and tools to address a variety of inquiries
• Meet or exceed call center performance metrics while maintaining exceptional service quality
• Identify customer needs and make informed product or service recommendations
• Participate in ongoing training to expand product, service, and company knowledge
• Support internal functions including assisting in training, handling billing concerns, and taking on additional tasks or projects as needed
• Review daily work order reports, assist with escalations, and provide team supervision when requested
• Ensure accuracy, reliability, and full compliance with privacy regulations and company policies

Requirements

• 2+ years in a customer-facing role, handling a wide range of customer interactions
• 1+ year of high-volume call center experience (60+ calls per day)
• Demonstrated success in de-escalating complex or challenging situations with positive outcomes
• Ability to pass a pre-employment assessment

Qualifications

• 2+ years in a customer-facing role, 1+ year of high-volume call center experience

Benefits