Customer Care Specialist

Customer Care SpecialistJob Description: Customer Care SpecialistCompany: GoKeylessLocation: Miamisburg, OHReports To: Director of Customer ExperienceDepartment: Customer ExperienceEmployment Type: Full-TimeDate Modified: April 2026About GoKeylessAt GoKeyless, we're revolutionizing access solutions, connecting people with technology to ensure safety, security, and convenience. As a Value Added Reseller (VAR), we bridge multiple brands and productsoffering both standalone solutions and integrated systems for multi-family and commercial properties. We're driven by a commitment to a positive and compassionate workplace, rooted in honesty and integrity, with a focus on simplicity in processes, a pioneering spirit, and, above all, customer satisfaction and success. For the Customer Care Specialist, this means delivering frontline support with transparency and care, simplifying client interactions, innovating for efficiency, and aligning efforts with the ultimate goal of enhancing customer experiences and outcomes.Job OverviewThe Customer Care Specialist is a vital frontline team member responsible for providing exceptional support to our multi-family and commercial clients, addressing inquiries, processing orders, and resolving issues via phone, email, and chat. Reporting to the Director of Customer Experience, you'll collaborate with Technical Care Advisors, Sales Engineers, and Service Coordinators to ensure seamless customer interactions and satisfaction. This role is essential to maintaining client trust, supporting sales and service efforts, and upholding our commitment to outstanding customer care. If you're an empathetic, proactive communicator with a passion for helping others, join us to enhance our customer experience.Key ResponsibilitiesHandle Customer Inquiries and Support Requests Respond promptly to ensure satisfactione.g., answering calls about orders and replying to emails on pricing.Resolve issues to maintain client truste.g., addressing shipping delays and fixing billing errors quickly.Process Orders and Returns Enter orders to facilitate salese.g., logging purchases in CRM and confirming details with clients.Manage returns to ensure smooth handlinge.g., processing refunds and coordinating item pickups.Coordinate with Technical and Service Teams Escalate issues for technical supporte.g., transferring to advisors for fixes and noting complex queries.Sync with service for resolutionse.g., scheduling repairs with coordinators and updating clients.Maintain Customer Records and Communication Update CRM to track interactionse.g., logging call details and recording email responses.Follow up to ensure resolutione.g., confirming issue fixes and checking satisfaction post-support.Ensure Compliance and Quality in Interactions Adhere to standards for professionalisme.g., following scripts for consistency and meeting privacy rules.Monitor quality to uphold servicee.g., reviewing chats for accuracy and ensuring polite responses.Support Customer Satisfaction Initiatives Gather feedback to improve supporte.g., collecting survey input and noting recurring concerns.Suggest enhancements for caree.g., proposing FAQ updates and recommending training topics.QualificationsExperience: 2+ years in customer service or support rolesdemonstrated ability to handle inquiries and resolve issues effectively in a fast-paced environment.Proven order processing and communication skillse.g., managing 50+ customer interactions daily with accuracy and empathy.Experience in the security access and hardware industry is preferredfamiliarity with access solutions that enhances client support.Familiarity with NetSuite (ERP/CRM), Shopify, RingCentral, Intercom, and Microsoft Office 365proficiency expected, with CRM experience a plus for tracking interactions.Skills: AI proficiencyapply AI tools to improve analysis, productivity, and decision-making while upholding data integrity and ethical standards.Communicationinteract clearly and empathetically with clients via multiple channels.Problem-solvingresolve customer issues with practical, timely solutions.Organizational skillsmanage inquiries, orders, and records with precision and efficiency.Collaborationwork seamlessly with technical and service teams for cohesive outcomes.Customer focusprioritize client satisfaction in all interactions and resolutions.Multitaskinghandle multiple support requests simultaneously with focus and accuracy.Attention to detailensure accuracy in order processing and customer documentation.Education: Associate's or Bachelor's degree in Business, Communications, or a related field preferredprovides foundational skills in customer service, communication, and operational support; or equivalent experience demonstrating proficiency in frontline customer care and order management.Attributes: Proactiveanticipate customer needs and initiate solutions to enhance satisfaction.Empatheticaddress client concerns with care and understanding to build trust.Resilienceadapt to high-volume inquiries or challenging situations with composure.Initiativeseek opportunities to improve support processes and client experiences.Team-orientedcollaborate effectively with CX and service teams to support goals.Why Join GoKeyless? ImpactDrive revenue growth and customer satisfaction by securing sales with expertise and care, supporting our market expansion goals.TeamJoin a company passionate about connecting people with innovative access solutionswhere your sales skills fuel our success.BenefitsCompetitive salary, comprehensive health and 401k plans, recognition programs, and opportunities to grow with us.Compensation details: 20-24 Hourly WagePIae6be52fdffe-26289-40185506