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Golden Customer Care

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Customer Care Representative

Open 62d posting dated 2 weeks ago

Summary

Handles customer inquiries, complaints, and order requests via phone/email for health, wellness, beauty, and pet brands using CRM tools and Windows-based software.

Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain the highest levels of customer happiness and satisfaction.

We’re Looking For A: Customer Care Representative

Location: Remote (Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming)

Training Schedule: Paid virtual training (4-5 weeks)

  • 8:00 AM to 4:30 PM MST Monday-Friday

Call Center Hours of Operation: All shifts include working both weekend days

  • 7:00AM-6:00PM MST Monday-Friday
  • 7:00AM-5:00PM MST Saturday/Sunday

The Golden Difference. How are we different from other companies?

  • Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
  • Employee Stock Ownership Plan (You're part owner of GCC). Learn more.
  • 401k retirement contribution with company matching up to 3.5%
  • 10 days of paid vacation, 6 days/48 hours of paid sick time plus holidays
  • Internet reimbursement
  • Massive room for professional growth and results-based pay increases
  • Actually fun virtual & in-person events

What You’ll Be Doing:

  • Use multiple systems simultaneously to resolve customer inquiries efficiently
  • Research and reconcile problems by clarifying the customers concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily
  • Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction
  • Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable
  • Correct/update customer information accurately as needed to ensure current and reliable records
  • Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records
  • Efficiently fulfill customer order requests to enhance their experience and encourage repeat business
  • Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience
  • Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction
  • Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction
  • Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

  • High school diploma or GED
  • 1-2 Years in a customer service role
  • 1 year customer service in a contact center setting (preferred)
  • Proficiency using Windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs (Excel, Word) (preferred)
  • Working knowledge of call center systems and/or workflows

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

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What this application asks

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First Name, Last Name, Email, Phone, Resume/CV, Cover Letter

  • Are you legally authorized to work in the U.S. and are you able to present the proper documentation of employment eligibility upon your date of hire? choose one
  • Will you now or in the future require sponsorship for employment visa status? choose one
  • Our business hours of operation are Monday-Friday from 7:00 AM - 6:00 PM (MST) and Saturday-Sunday from 7:00 AM - 5:00 PM (MST). Weekend availability is an essential requirement for this role. All shifts will include working both weekend days. Applicants must be able to work weekends to be considered. Are you available to work weekends as part of your schedule? choose one
  • This is a full-time position with a set schedule. Are you available to work a consistent schedule each week, including weekends? choose one
  • Select day(s) of the week that you are available to work: choose any
  • Do you currently live in one of the following states where we are hiring? Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming choose one
  • What state do you live in?
  • What salary/hourly rate are you targeting for this opportunity?
  • Do you have previous experience in a call center or customer service role? (If yes, please specify number of years and separate by Call center and Customer Service)
  • This position requires participation in shift bids approximately every six months or as much as business needs determine. Schedules may change based on availability and individual performance. Are you comfortable with and able to adapt to potential schedule changes as part of this process? choose one
  • This position requires a quiet, distraction-free workspace equipped with a stable hardwired internet connection. Do you meet these requirements? choose one
  • Since this is a remote position, are you comfortable troubleshooting minor technical issues on your own, such as internet connectivity or headset functionality? choose one
  • As part of our remote work environment, we require all employees to have their cameras on during meetings, trainings, one-on-ones, and any other collaborative sessions to promote engagement and ensure the best training experience. Will you be able to meet this requirement? choose one
  • Are you comfortable navigating multiple computer systems and using various software programs while assisting customers over the phone? choose one
  • Do you have experience handling performance metrics such as call handling time, customer satisfaction scores, or first-call resolution? choose one
  • This is a high-volume call center role where representatives handle 60-80 calls per day with minimal downtime between calls. Are you comfortable working in this fast-paced environment? choose one
  • Do you have any family relatives that work or have worked at Golden Customer Care or its affiliates? If yes, please list their name(s).
  • Have you ever worked at Golden Customer Care or any of its affiliates? If yes, please list your job title(s) and dates of employment.
  • I certify that all information provided in this application is true, complete, and accurate to the best of my knowledge. I understand that any falsification, misrepresentation, or omission of material information may disqualify me from consideration for employment or result in termination of employment if discovered at a later date. choose one

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