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JOB SUMMARY

The Customer Care Coordinator (TEMPORARY HIRE) is responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience with our company. This role requires strong communication skills, problem-solving abilities, and a customer-first mindset to effectively support customers across various channels, such as email, phone, and live chat. Customer Care Specialist II will also work closely with internal teams to resolve complex issues and enhance customer satisfaction. This position is on site located at our Doble location in Accident, Maryland and will report to our Service Department Manager.
ESSENTIAL JOB FUNCTIONS

Customer Support:

• Initial point of contact to respond to customer inquiries promptly via phone, email, live chat, or other communication channels.
• Support RMA product return authorization numbers (RMA's) to customers and clients
• Address a wide variety of customer issues, including product inquiries, order status, returns, troubleshooting, and account management.
• Resolve customer complaints or issues in a professional, efficient, and empathetic manner, aiming for first-contact resolution whenever possible.
• Provide clear, accurate, and helpful information to customers regarding products, services, policies, and procedures.

Issue Resolution

• Investigate and resolve customer complaints, collaborate with internal stakeholders as necessary (e.g., technical support, operations, or sales).
• Document and track customer interactions, issues, and resolutions in the customer service software.

Customer Satisfaction:

• Ensure a high level of customer satisfaction by handling inquiries and complaints effectively and professionally.
• Monitor customer feedback, identify recurring issues, and work with the relevant teams to drive improvements.
• Follow up with customers when necessary to ensure issues have been fully resolved and that customers are satisfied with the solution.

Collaboration with Internal Teams:

• Collaborate with other departments such as sales, marketing, and operations to address customer needs and deliver seamless service.
• Provide feedback to internal teams regarding common customer pain points and suggestions for process improvements.

Reporting and Documentation:

• Maintain accurate records of customer interactions, issues, and resolutions.
• Track key performance metrics such as response time, resolution time, and customer satisfaction.
• Generate reports on customer support trends, common issues, and service levels to assist with continuous improvement.

QUALIFICATIONS

EDUCATION:

• Experience with technical support or troubleshooting is a plus.
• 3 to 5 years of direct customer interface/customer service/call center or equivalent related experience.

REQUIRED EXPERIENCE:

• Proven experience in a customer service or customer support role, preferably in a fast-paced or customer-facing industry.
• Strong verbal and written communication skills with the ability to explain complex concepts clearly and simply.
• Excellent problem-solving abilities and a customer-first attitude.
• Ability to multitask and manage multiple customer inquiries simultaneously.
• Familiarity software and customer support tools (e.g., Salesforce).
• Strong attention to detail and ability to manage time effectively.
• A positive, friendly, and professional demeanor.
• Ability to work independently and as part of a team.
• Ability to work in an office environment.

PREFERRED EXPERIENCE (Not Required):

• Knowledge of the company's industry or product line (if relevant) is beneficial.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds. Must use assistance when lifting 50 or more pounds.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience.
Temp Duration Pay: $38,937.00

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Applicants must be authorized to work for any employer in the United Sates. Doble Engineering is unable to sponsor or take over sponsorship of an employment visa at this time.