Customer Care Associate

Description

Filter Easy, LLC is a leading manufacturer and direct-to-consumer distributor of air and water filter products. The subscription-based service eliminates the stress of remembering when to change filters in the home to maintain healthy air and drinking water. With just a few clicks via its modern e-commerce design, customers are set up to receive their filters on-time, when it’s time to change them - never having to think about it again.

Filter Easy is private-equity backed by Great Hill Partners.

At Filter Easy, we are customer-obsessed, delivering positive, professional, and proactive support across multiple channels, including inbound/outbound phone calls, email, web, SMS, social media, and live chat. Our team is dedicated to driving retention by identifying at-risk customers, addressing concerns, and implementing strategies to build loyalty and reduce churn. We build for the future by documenting interactions and tracking trends, turning insights into actionable reports that help grow the business.

As problem-solvers, we continuously advocate for process improvements to meet the evolving needs of our customers. Thriving in our fast-paced startup environment, we embrace challenges, meet performance goals, and take on training and development opportunities to grow our skills. If you’re passionate about making an impact and shaping the customer experience, this is the role for you.

• Be Customer Obsessed – Manage a queue of customer inquiries via inbound and outbound phone calls, email, web, social media, SMS and live chat, ensuring all interactions are positive, professional, and proactive.
• Drive Retention – Identify at-risk customers, address concerns, and implement strategies to enhance engagement, satisfaction, and loyalty while reducing churn.
• Build for the Future – Accurately document customer interactions, track emerging trends, and provide insights to help improve business operations and customer experience.
• Solve Problems Creatively – Advocate for process improvements that address the evolving needs of customers, contributing to a more efficient and effective support system.
• Adapt and Thrive – Meet performance and productivity goals, complete assigned training and development projects, and embrace opportunities for growth within a fast-paced startup environment.
• Ensure Customer Success – Provide guidance and support to both customers and team members, demonstrating patience and understanding while driving positive outcomes.
• Wear Multiple Hats – Take on a variety of responsibilities, from frontline customer interactions to analyzing feedback and supporting internal initiatives, ensuring flexibility and adaptability in a fast-moving startup environment.

• Excellent written and verbal communication skills in English.
• A problem-solving mindset with integrity, emotional intelligence, and accountability.
• Comfort with technology, including various CRM platforms and Google Workspace, and the ability to learn new tools quickly.
• Bilingual English-Spanish speakers strongly preferred.
• 1 year of contact center experience required, with direct-to-consumer ecommerce.

• Strong time-management skills and the ability to transition seamlessly between tasks.
• Typing speed of 50 WPM or higher.
• Quiet work environment in which to handle phone calls.
• Reliable or upgraded internet services with speeds of 50 Mbps or higher.
• Willingness to attend our annual in-person company meetings (Filter Easy will reimburse the cost of your business travel per company guidelines).

High school diploma or equivalent. At least 1 year of contact center experience required, with direct-to-consumer ecommerce.

Prolonged periods of sitting at a desk and working on a computer.