We are looking for a Customer Care Specialist. In this role you will act as the link between the customer and the organization. Its focus is to ensure that the customer interactions are processed efficiently and maintain customer relationships.

ABOUT THIS TEAM

The Customer Care team is responsible for supporting all our United States and International customers through different channels, like phone, chat, email, and social media. This department ensure valuable customer relationships and solutions in a high graded quality delivery.

JOB DESCRIPTION

WHAT YOU’LL DO

Responds promptly and professionally to customer inquiries, complaints, and requests through various communication channels (phone, email, chat, social media, etc.) to assess customer needs and provide accurate and on time solutions while maintaining a professional and empathetic demeanor.
Documents customer interactions and keeps accurate and up-to-date records of customer accounts, inquiries, and feedback to help identify common issues and trends and provide valuable insights to management.
Troubleshoots technical issues and provides expert assistance with product or service usage to ensure a seamless customer experience.
Identifies opportunities to upsell or cross-sell products or services to customers in a professional and tactful manner.
Escalates complex or high-priority issues to higher-level support or management promptly and efficiently.
Collaborates with cross-functional teams, such as sales, marketing, and product development, to ensure a consistent and cohesive customer experience across all touchpoints.
Provides regular feedback to management on common customer issues or trends, as well as suggestions for process improvements, product enhancements, or other areas of potential growth or innovation.
Meets or exceeds customer satisfaction goals and metrics, while maintaining a positive, customer-centric mindset and attitude always.

WHAT YOU’LL NEED

High School diploma or general education degree (GED)
One (1) year of customer care experience
Strong communication skills in English, in reading, writing, and speaking
Excellent organizational, follow-through, and interpersonal skills
Flexibility to work on the weekends and on holidays if needed, as well as adapting to support Daylight Savings Time changes

WHAT’S GOOD TO HAVE

Technical proficiency and familiarity with common customer service software and tools, such as CRMs, helpdesk software, and ticketing systems (i.e., Salesforce, Zendesk, SiteJabber, Trustpilot, BBB)
Has a solid foundation in basic math skills, including arithmetic and problem-solving

#LI-Hybrid

BENEFITS

OUTSTANDING COMPENSATION

Competitive salary
Bi-annual bonus
401(k) plan with match
Equity in company
Internet and home office reimbursement
In-office catered breakfast and lunches

100% FULL HEALTH BENEFITS

Medical, dental, and vision (optional plans for your family)
Life & long term disability insurance (optional)
Mental health support and resources
Wellness reimbursement (gym, health apps, etc.)

FLEXIBLE TIME AWAY

Flexible PTO
Sick time policy
Observed holidays
1-week PTO for the December holidays

ELIGIBILITY

LOCATION

This position is open to residents of Puerto Rico and US citizens willing to relocate to Puerto Rico.

ABOUT BOLD

WE TRANSFORM WORK LIVES

As an established global organization, BOLD helps people find jobs. Our story is one of growth, success, and professional fulfillment. We create digital products that have empowered millions of people in 180 countries to build stronger resumes, cover letters, and CVs. The result of our work helps people interview confidently, finding the right job in less time. Our employees are experts, learners, contributors, and creatives.

WE CELEBRATE AND PROMOTE DIVERSITY AND INCLUSION

We value our position as an Equal Opportunity Employer. We hire based on qualifications, merit, and our business needs. We don't discriminate regarding race, color, religion, gender, pregnancy, national origin or citizenship, ancestry, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, marital status, genetic information, or any other applicable characteristic protected by law.

Customer Care Specialist