Customer Care Specialist

The Opportunity:

Elemental LED is a leading U.S. based engineering and technology company that creates, develops, manufactures, markets and sells innovative, configured and integrated LED lighting solutions. The Economic Development Authority of Western Nevada (EDAWN) has awarded Elemental LED as the "Company of the Year - Large" at the 7th Annual EDAWN Existing Industry Awards event, and "Employees First - Large" at the 10th Annual EDAWN Existing Industry Awards event.

Take a moment and explore our culture at Elemental LED, Inc. with these great employee-driven videos.

• Working at Elemental LED

• Culture at Elemental LED

• Elemental LED's DIY Contest

What You'll Do:

As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat and email. The hours for this full-time role are Monday through Friday, with a start time between 6:30 am to 8:00 am.

The Perks and Benefits:

• Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer for employees only), available first of the month, following the date of hire
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Three Paid Flexible Holidays per year
• Seven Paid Holidays
• Pre-Tax Flexible Spending Accounts (FSA)
• Discounted Corporate Gym Membership at South Reno Athletic Club
• Tuition Assistance
• Employee Discount
• Company-matched 401(k) Plan, at 5%, no vesting schedule
• On-site Snacks and Beverages
• Employee Referral Bonus Program

Challenge Yourself – The Specifics:

• Responds to customers via phone, email and chat
• Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
• Triages customers appropriately and/or take messages
• Documents conversations concisely yet with enough detail that others can understand what transpired
• Actively engage with clients’ situation and diffuse escalations as needed
• Precisely document conversation with customers in company system(s) as required
• Follow up with inquiries by making outbound calls and emails when necessary
• Courteously and effectively communicate appropriate information to fellow team members as well as members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
• Provide customers with inventory requests upon request
• Create a bill of materials / quote for the customer’s review
• Learn, understand and follow policies and procedures put into place by Elemental LED management and relay them appropriately to customers
• Continuous and proactive learning of new and updated products
• Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)
• Accept feedback from peers and management and implement suggestions as requested
• Maintain high level of client and company confidentiality
• Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team
• Performs related duties as required

We Are Looking for Someone Who:

• Truly wants to help people
• Thrives in a fast-paced environment; learns and synthesizes information quickly
• Is adaptable and flexible
• Is a dependable professional who enjoys interacting with customers by phone
• Has excellent follow-up, organizational, and time management skills
• Works quickly and efficiently with a high degree of quality
• Ability to educate customers by phone, chat, and email on proper usage of products
• Ability to troubleshoot and problem-solve unique situations by phone, chat and email utilizing pictures or videos
• Ability to multitask

Call center experience and knowledge of or interest in lighting technology is preferred, but not required.

Apply now by submitting your resume! We're constantly on the lookout for new talent to join our team. If you seek a supportive environment that prioritizes your growth and development, begin your career with us today. Your success drives the success of our customers!

About Us:

Visit us at www.elementalled.com or call 877-564-5051.

Elemental LED, Inc. is an at-will and drug-free workplace, as well as an Equal Opportunity Employer.