Customer Care Specialist

This position will serve as the first point of contact with customers and is key to Joink’s first impression. The Customer Care Specialist will be responsible for taking on various reception duties, such as answering phone calls, forwarding calls, providing information, and taking messages.

REPORTS TO
• Regional Customer Care Manager

SUPERVISES
• No direct reports
• May lead, train, or participate in work team assignments.

ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
2. Operate telephone switchboard to answer, screen, forward calls, providing information, and taking messages.
3. Sign for incoming packages and collect equipment from customers upon service cancellations or changes.
4. File and maintain records.
5. Analyze data to determine answers to questions from customers or members of the public.
6. Miscellaneous data entry tasks, such as scheduling updates, creating/updating tickets, filing, and other documentation.
7. Accept and process customer payments.
8. Assist customers with navigating company platforms.
9. Call customers with account follow-up as needed.
10. Sign up new customers and answer questions about service offerings.

KNOWLEDGE, SKILLS, AND ABILITIES
• Must be comfortable engaging and communicating with employees and customers.
• Excellent listening skills
• Provide excellent written and verbal communication.
• Able to maintain a calm and professional demeanor.
• Proofread documents, records, or other files to ensure accuracy.
• Ability to de-escalate issues and solve problems.
• Ability to handle confidential information.

QUALIFICATIONS
• High School Diploma or equivalent experience
• Proficiency with Microsoft Office applications
• Desire to engage in customer satisfaction
• Must be able to answer phone calls and take messages efficiently.
• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Candidates which have the following will have priority:

       -2+ years of office experience
-2+ years of multi-channel experience

WORKING ENVIRONMENT
• 40 hours per week
• Office environment

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to spend long hours using a computer/keyboard and/or phone. May involve prolonged periods of sitting, standing, or walking.

OTHER DUTIES
Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT
Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.