The posting
Ready to Make an Impact? If you are passionate about helping others, building relationships, and making life better for seniors, we would love to hear from you! Apply today and become part of a team that’s changing lives, one connection at a time. Client Care Specialist Are you passionate about making a real difference in the lives of others? Do you thrive in a role where building relationships and solving problems with care matter more than rushing through calls? If so, we invite you to join us as a Client Care Specialist, where your work directly impacts the independence and well-being of seniors and their caregivers. This is not your ordinary contact center role, it is about changing lives, one connection at a time. Summary: The Client Care Specialist serves as the front line of customer engagement, delivering high-quality support across inbound and outbound phone, chat, and email channels. Outbound contacts will also be supported, in some instances, through an automated dialer. The scope of these contacts ranges from new customer or technician installation support, existing customer assistance, and general inquiries related to our caption service. This includes account maintenance and ongoing product training. This role directly supports organizational success by serving as the front line for customer engagement through inbound phone and chat services. By providing timely responses and expert guidance on ClearCaptions products and features, the specialist enhances customer satisfaction and retention. Consistently meeting service level and performance metrics contributes to the company’s operational excellence, while accurate data management in Salesforce ensures effective customer relationship management. What This Role Does:
Inbound and outbound phone contacts will be the primary delivery of work as well as Chat and email services. Outbound contacts will also be supported, in some instances, through an automated dialer.
Responds to ClearCaptions customers to provide feature training related to ClearCaptions products and services.
Responds to ClearCaptions customers and installers to provide installation support and ensure a welcoming experience for new customers.
Meets or exceeds weekly and monthly performance metrics related to service level, first call resolution, and customer satisfaction.
Manages customer interactions within Salesforce Customer Relationship Management (CRM) system, ensuring accurate data entry and adherence to standard operating procedures.
Responds to customer frustration with empathy and reassurance, aligning solutions to individual needs and concerns.
Simplifies technical issues by providing calm, solution-focused guidance tailored to each customer’s comfort level and learning style.
Identifies and resolves recurring customer issues by taking ownership and follow-through, helping to reduce repeat contacts and build customer confidence.
Collaborates with peers and leadership to improve outreach strategies and customer experience flows.
Performs other duties as assigned.
What You Will Bring:
A high school diploma or equivalent is required.
A minimum of two (2) years of experience in customer service is required.
A genuine desire to help customers feel supported, heard, and successful by adapting pace and style to meet the customer’s needs.
Strong listening skills with track record of identifying customer needs, resolving issues and recommending relevant solutions.
Experience conducting needs-based conversations that connect customers with solutions, helpful tools, or product enhancements.
Effectively balances empathy with time management to meet both customer and operational goals.
Proven ability to take ownership of customer issues driving resolution from initial contact through follow-up to ensure a seamless and complete customer experience.
Demonstrates a growth mindset by adapting to new tools, seeking feedback and continuously learning in a changing environment.
Maintains professionalism and solutions-focused during high-pressure or emotionally sensitive interactions.
Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
Excellent verbal and written communication, presentation, and problem-solving skills.
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
Reliable and predictable attendance.
Willingness and ability to work flexible schedules, to include evenings as needed, including weekends.
Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).
Preferred:
Strong working knowledge of Salesforce or other CRM tool.
Basic telephone technology.
Physical Demands: In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process. Primary functions require the ability to communicate effectively and clearly over the phone with individuals suffering from hearing loss. Employees must use a company-provided or approved headset to maintain audio quality in our call center environment. Employees may experience the following physical demands for extended periods of time:
Sitting, standing, and walking (95-100%)
Keyboarding (70-90%)
Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)
Work Environment: 100% Remote: Work environment is at home.
