Job description

Come join a great team! We're looking for a full-time employee to work as a Customer Care Specialist primarily at our Portsmouth terminal with flexibility to work in Seabrook occasionally as well. This role is primarily focused on providing a high level of customer care via written responses and over the phone, but in-person customer care is required as well.

We are primarily looking for help in the afternoon/evening hours, with 8-hour shifts beginning between 11:30 AM and 2:00 PM.

Summary

The Customer Care Specialist is under the direction of the Customer Care Manager and is responsible for providing exceptional customer service via email, webchat, phone, and in person. This position resolves problematic incidents, handles elevated customer complaints, and maintains C&J’s digital tools.

Tasks

· Provide great customer service

· Answer customer phone calls and email inquiries

· Capably handle refunds, rebookings, and customer credit system

· Help solve logistical problems as they arise

· Help resolve the most challenging customer complaints and safety incidents

· Ensures front line digital tools are online, error free, and up to date

· Become a “super-user” of C&J’s key digital tools

· Learn, develop, and implement customer service best practices throughout Customer Care

· Assist Customer Care Manager in special project management and execution

· Assist Customer Care Agents with front line duties during peak demand periods

· Document and organize incidents for historical reference

Skills & Abilities

· Excellent written and verbal communication skills

· A keen understanding of C&J customer expectations

· The ability to organize and manage time effectively

· Willing to learn and expand technical skills, including HubSpot CRM

· Strong computer literacy

· Able to lean into conflict with empathy and understanding

· Able to interpret and work with customer data and data visualizations

· Attendance is a mandatory feature of this position

Job Type: Full-time

Pay: $21.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Work setting:

• In-person

Work Location: In person

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