Customer Care Rep

Customer Care Rep

Contracts/Outsourcing

Duluth, Georgia, US

The Customer Service Representative is responsible for handling a wide range of complex customer interactions across multiple service channels. This role requires the ability to quickly assess, clarify, and analyze customer needs while delivering high‑quality service. Interactions may include account inquiries, billing and order issues, website navigation support, order entry, and complaint resolution.

• Handle customer service interactions across phone, email, and self‑service channels
• Reduce customer effort by anticipating needs and delivering effective solutions
• Support upselling and cross‑selling of products and services, including guidance on online account management tools
• Execute follow‑up activities through outbound calls and emails
• Resolve customer complaints and accommodate special requests using sound judgment and critical decision‑making skills
• Address inquiries related to marketing programs, products, pricing, and order status within established processes
• Document all customer interactions thoroughly to ensure continuity and visibility
• Monitor and manage customer cases through resolution
• Maintain knowledge of systems, tools, processes, and procedures used to support customers
• Communicate daily work status updates and collaborate effectively within and across teams

• High School Diploma
• Basic job‑related knowledge with an understanding of department goals and strategies
• Strong proficiency navigating customer service platforms and systems
• Excellent multitasking abilities with consistent attention to quality and detail
• Strong written and verbal communication skills
• Proficiency with Microsoft applications, call center software, and custom programs

This job description is a complete list of all desired skills, but not all are required. We strongly encourage candidates who have some of the skills to apply. We look forward to a conversation to learn more about you!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.