Customer Care Specialist Remote - Remote, CO (Remote) chevron_right

Customer Care Specialist Job Details Job Location Remote - Remote, CO Remote Type Fully Remote **About Charlotte's Web**: Charlotte's Web products are made from our world-renowned hemp genetics grown 100% in the USA. Founded by the Stanley Brothers of Colorado, Charlottes Web leads the industry in quality, safety, consistency and social responsibility to improve thousands of lives daily through... the use of Charlotte's Web. At Charlottes Web, we are driven by principles that extend far beyond the bottom line. It is our goal to provide products of the highest possible quality, while contributing to the sustainability of the communities we have the privilege of serving. ? *Position Summary:** We are seeking caring and competent customer care representatives to join our team in our beautiful downtown Boulder offices. This role will assist customers with all inquiries providing a fair, quick resolution that ensures high customer satisfaction. ? *Job Responsibilities:** ? Assist current and future customers by answering product, service, and shipping questions while suggesting information about other products and services ? Create and maintains accurate customer records by recording precise notes and tagging tickets correctly ? Resolve product or service problems by clarifying the customers conflict, determining the cause, selecting and explaining the best solution, expediting correction or adjustment when needed, and following up to ensure satisfactory resolution ? Recommend potential products or services to management by collecting customer information and analyzing customer needs ? Prepare product and service reports by collecting and analyzing customer information ? Contribute to team effort by accomplishing related results as needed ? Continuously meet metrics on all required weekly stats and Simple Weekly Performance Review ? Multitask efficiently answering inquiries via phone, email, and chat simultaneously ? Participate in regular team meetings ? *Skills and Qualifications:** Good written and verbal communication skills, continually updated product knowledge, company process knowledge, caring attitude, quality focus, documentation, listening, phone skills, resolving conflict, analyzing information, multi-tasking, typing 40-45 WPM. ? *Working Environment:** A total of 8-12 agents, a supervisor, and managers are situated in their own desks where the surrounding noise level is moderate. ? *Physical Requirements:**

While performing daily duties of this job one is regularly required to sit for long periods of time; use hands to handle ticketing system and computers. Employees occasionally are required to stand, walk, and lift/move up to 10-25 lbs. Specific vision abilities required by this position include close and distance vision.
? *Experience:**
? 3+ years call center or other customer service
? Experience with ZenDesk, Salesforce Service Cloud and Magento
? *Compensation:**

$15.35 - $23.05
? *Benefits:**

We offer best-in-class benefits, including:
? Medical, Dental, and Vision Options
? 3 Weeks of Paid Vacation Your First Year
? Up to 9 Weeks Paid Parental Leave
? Generous Employee Discount
? Employee Stock Purchase Program
? Pet Insurance

Charlottes Web provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Charlottes Web is an at-will employer.

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