Customer Care Specialist
]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-scroll-anchor="false" data-testid="conversation-turn-4" data-turn="assistant" data-turn-id="request-WEB:ac501a92-1b71-4b35-8304-bfecc3343c30-1" dir="auto">]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-scroll-anchor="false" data-testid="conversation-turn-6" data-turn="assistant" data-turn-id="request-WEB:ac501a92-1b71-4b35-8304-bfecc3343c30-2" dir="auto">Not everyone can turn a frustrated customer into a lifelong advocate—but if you know how to step into tough conversations, make things right, and genuinely delight the customer along the way, this job is for you.Customer Care Specialist (HCC Focus)The Big Task:Transform dissatisfied customers into raving fans while building value and engagement within our Home Care Club (HCC) membership program.What You’ll Do:Resolve customer concerns with empathy and professionalism (Level 1 & 2)Deliver timely resolutions, including refunds, concessions, and follow-upsManage and support Home Care Club memberships (welcome calls, updates, questions)Track, analyze, and report HCC data and trendsIdentify trends and recommend training or process improvementsServe as an internal advocate for the HCC programSupport community initiatives and engagement effortsKPIs for Success:Uphold and live our core values dailyResolve 95% of Level 1 customer concerns within 24 hoursKeep HCC gift spend within ±5% of budgetComplete all daily/weekly/monthly/quarterly HCC reports on timeWhat We’re Looking For:3+ years of customer service experience preferredStrong communication and problem-solving skillsEmpathy, resilience, and a passion for helping peopleIf you thrive on solving problems, building relationships, and delivering exceptional service, we want to hear from you.