Customer Care Specialist at Solugenix Corp

Customer Care Specialist - $20/hr

Irvine, CA (3 days a week onsite, 2 days remote)

Hours: 7AM - 3:30PM onsite, 6AM - 2:30PM remote

Contract to Hire

Job ID 2024-9960

Solugenix is assisting a client in their search for a Customer Care Specialist. This is a contract to hire opportunity based in Irvine, CA (Hybrid).

The main purpose of this role is to perform essential customer service-related duties to assist customers with their needs regarding coffee machines. Provides first-level troubleshooting and problem resolution with our customers. Starts the tracking process for any repairs or fixes needed for a piece of equipment.

Qualifications:

• High School Diploma or GED or equivalent experience.
• 2 – 4 years of customer service experience.
• Able to think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
• Willing to go above their job duties and tasks to provide support to teammates and leadership.
• Capability to prioritize tasks, multitask, and complete them in a fast-paced, high-pressure environment.
• Exhibiting patience and confidence with a diverse clientele.
• Exhibits self-motivation, and the ability to multitask and pay close attention to small details.
• Ability to work independently without much direct supervision.
• Ability to logically ask root cause analysis questions and diffuse tense situations.
• Provide exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Provide concise and quick service, mindful of the time needed to be spent with every customer.
• Strong time management and decision-making skills.
• Typing speed of at least 35 words per minute.

Responsibilities:

• Engaging with customers, confirming, or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, diffusing angry clients, as needed.
• Identify and resolve product issues and address customers’ needs, complaints, or issues with our products.
• Troubleshoot with customers over the phone/emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary downtime of equipment and nuisance costs.
• High attention to detail and able to function in ambiguous areas of customer care by leveraging both training and SOPs of the customer care team.
• Gather detailed information and a basic overview of service issues and create service cases in the Salesforce CRM system with all relevant information with prioritization and categorization based on drop-down lists for closure or follow-up by the dispatch team.
• Review eligibility for warranty repairs and maintenance; enter accurate service call records with appropriate severity ratings.
• Review machine case history, and escalate recurring issues to Escalation point of contact as needed.
• Provide timely and professional support for customers including data collection, troubleshooting, and problem resolution while remaining empathetic to customers’ situation.
• Understanding and striving to meet or exceed call center metrics and expectations. 

Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $20/hour to $20/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.

About the Client
Our client is one of the leading manufacturers of equipment.

About Solugenix

Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world. The company offers a variety of cutting edge and talent support solutions to promote growth and cutting-edge advancement to our esteemed clients and candidates. We provide these talent support solutions on a contract, contract-to-hire, and direct hire basis. We also have additional resources from our staffing partners to ensure the right match and expertise for the best result.
For over 50 years, global and local brands have trusted Solugenix as an added resource and partner in taking steps to ensure their immediate and future success. In addition to generating ground-breaking, industry-defining solutions, Solugenix has been delivering the talent and support needed to make it happen. We are dedicated to partnering with clients and candidates whose core values also foster a culture of professionalism, teamwork, and integrity.