Summary (In office, not remote. Monday-Friday 8-5) The Customer Care Specialist is a key member of the Customer Experience team, responsible for delivering exceptional support across the customer lifecycle. This role manages customer accounts, processes account changes (upgrades, downgrades, changes, cancellations), and actively works to enhance customer retention and satisfaction. The Specialist serves as a primary point of contact for escalations, billing inquiries, and support issues, leveraging MBS Software to ensure accuracy and efficiency in all interactions.
Role and Responsibilities - Handle inbound calls to assist with account management, billing, service issues, and escalations, ensuring prompt and professional support.
- Conduct outbound calls to drive retention, complete account updates, follow up on service requests, and proactively engage with customers.
- Manage all aspects of customer accounts—including upgrades, downgrades, cancellations, changes, and retention efforts—while ensuring accuracy in MBS Software.
- Monitor and manage customer interactions via website chatbot, providing real-time responses, escalating as needed, and maintaining service quality across all digital channels.
- Perform Tier 1 troubleshooting and escalate to appropriate teams as needed.
- Respond to customer billing inquiries and process billing adjustments in accordance with policy.
- Address and manage customer escalations with empathy and urgency to drive positive resolution.
- Proactively engage with customers to drive satisfaction, retention, and loyalty through relationship management.
- Identify opportunities to upsell or recommend additional products/services that meet customer needs.
- Leverage MBS Software and CRM tools to accurately document customer interactions, transactions, and resolutions.
- Monitor customer accounts to identify at-risk customers and implement proactive retention strategies.
- Collaborate cross-functionally with Sales, Service Delivery, and technical teams to ensure smooth service delivery and issue resolution.
- Support sales operations and contribute to organizational goals through effective teamwork and communication.
- Maintain knowledge of current product offerings, service features, and promotions to provide accurate information to customers.
- Track customer experience trends, escalate issues as needed, and recommend service improvements.
- Ensure compliance with company policies, processes, and service standards.
- Participate in ongoing training and professional development to enhance skills and knowledge.
- Perform additional duties and special projects assigned by leadership.
Qualifications and Education Requirements - High school diploma or equivalent.
- 2+ years of customer support or related experience.
- Strong troubleshooting and problem-solving skills.
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