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Customer Care Product Specialist

Customer Care Product Specialist

Experience (Years) 

More information about this job

Position Overview

Bring your passion, energy and ability to inspire others to work everyday. The Customer Care Product Specialist is an integral part of the team that works on the front lines to deepen engagement and connection to the consumers we serve.

A commitment to consumer wellbeing, as well as, 3+ years of related experience, project management skills and the ability to identify opportunities to drive change and improve process, are required.

Qualifications Include

  • 3+ years experience in a customer experience, customer care, customer success or product specialist role
  • Project management skills
  • Proven ability to identify process improvement opportunities and implement process changes
  • Experience implementing strategies to increase adoption of programs and services
  • Passionately embrace the CR brand and use that passion to deepen the engagement with consumers
  • Strong communication, presentation and negotiation skill
  • The ability to inspire others towards a common goal
  • Analytical and process-oriented mindset
  • Self-driven, persistent, and assertive
  • Strong influencing skills
  • Enthusiastic lifelong learner
  • Passion for and ability to drive revenue and growth
  • Microsoft suite, Tableau, Social tools, Zendesk a plus

Key Responsibilities

Point of Contact for Internal Teams on all things related to CR customer facing products

  • Partner with internal teams to prepare the Customer Care team to support new products/initiatives.
  • Maintain and deepen relationships with internal teams by working together on behalf of CR customers.
  • Liaise with CIAs for content information.
  • Work with Customer Care Operations and Systems team leader to provide customer feedback (through metrics and/or verbatims) to our internal partners for customer experience improvements and issue resolution.
  • Identify process improvement opportunities when supporting CR customers and implement process changes.
  • Participate in projects to improve the customer experience. Facilitate meetings with internal partners.

Provide 2nd Level Support for the Contact Center Agents

  • Provide second level support of product expertise to Customer Care team acting as a point of escalation.
  • Create training content and share training materials for Customer Care team on products and services.
  • Support product/program rollout for Customer Care team, ensuring they are knowledgeable on content and subject matter.
  • Ensure escalation/notification/communication process is initiated at onset of outages

Improve the User Experience Work with the contact center to solicit feedback from the agents and look for areas to improve the customer experience

  • Prepare and review user experience process flows Work with the contact center and Customer Care Systems and Operations leader to gather requirements for system improvements
  • Work with Customer Care Associate Director, internal teams and contact center to prepare proper scripting and contact handling expectations to ensure we are continuing to improving brand awareness and adaptation
  • Work with internal teams and contact center to ensure all collateral is up to date and reflects current branding
  • Act as a point of escalation for dissatisfied customers