Customer Care Rep

Overview

Customer Care Rep — Duluth, GA 30096 — 12 Months

• Handle a range of complex service interactions to assess, clarify, and analyze customer needs.
• Manage account inquiries including billing, order issues, website navigation, order entry, and resolution of complaints to reduce customer effort and promote a positive experience.
• Document customer queries and monitor cases until resolution.
• Interact via phone, email, and self-service channels.
• Work within a structured environment with flexibility and initiative to meet professional goals.
• Follow quality standards to reduce customer effort and anticipate needs, including upselling and cross-selling where appropriate.
• Execute follow-up through outbound calls and emails per standards.
• Accommodate special requests and resolve complaints with good judgment and critical decision-making.
• Resolve inquiries related to marketing programs, product, price, and order status within established processes.
• Maintain understanding of processes, procedures, and systems used for support.
• Document interaction information for sharing across teams; communicate daily work status within the team.
• Collaborate across diverse teams to achieve mutual and independent goals.

• Basic knowledge of job-related goals and ability to learn; strong written and verbal communication; ability to work in a team.
• Proficiency in BI's customer platform and systems; ability to multitask with high-quality customer care.
• Adaptability; ability to adjust to process changes and identify improvement opportunities.
• Experience with Microsoft, call center tools, and custom programs.
• Strong critical thinking, problem-solving, and decision-making abilities.
• Self-starter with initiative; attention to detail; ability to learn new technologies.
• Customer service orientation with commitment to exceptional service.
• Ability to learn and comprehend abstract, complex, and technical information.
• Salesforce/SAP is a plus;
  Animal/Veterinary experience is a plus.
• Education:
  
  HS diploma required;
  Bachelor’s degree preferred.

• Location:
  
  Duluth, GA 30096
• Duration: 12 months
• Hybrid schedule: 3 in-office days and 2 remote days; no 100% remote
• Shift: Monday–Friday; weekends off
• Training: 6 weeks, in-office
• Phone screen required
• Office relocation:
  Johns Creek, GA planned for summer 2026
• Standard pay rate: $22/hour
• Shift bid based on performance and attendance during training
• Bi-annual shift assignments from provided options: 8:00–17:00, 8:30–17:30, 9:00–18:00
• Candidate must be able to work assigned shifts
• Retention bonus: $250 at 45 days and $250 at 90 days (upon successful completion of training)

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