Job Description
Job Description
Job Title: Customer Care Specialist
Location: Grand Rapids, MI
Job Type: Part-Time (15–30 hours per week)
Pay: $18/hr
3-6 Month Contract Position
Job Summary
As a Customer Care Specialist, you’ll be the frontline voice for our customers via live chat and email. You’ll answer questions about products, orders, and warranties, resolve customer issues, and ensure every interaction reflects our commitment to exceptional service.
Key Responsibilities
- Serve as the first point of contact for customers via live chat and email.
- Respond to inquiries about products, orders, returns, and warranties in a timely and professional manner.
- Accurately log and resolve customer cases while meeting service benchmarks.
- Escalate complex issues to Tier 2 agents or management when necessary.
- Assist with Amazon and other e-commerce platform inquiries related to orders and shipping.
- Provide feedback to improve customer support processes and tools.
- Maintain a response time under 24 hours and a resolution time under 48 hours while keeping customer satisfaction above 75%.
- Support sales and eCommerce teams in shared initiatives.
Qualifications
- 1+ year of customer service experience (preferred).
- Strong written communication skills with a friendly, professional tone.
- Comfortable working in a fast-paced, digital-first environment.
- Experience with CRM or ticketing systems (a plus).
- High school diploma or equivalent required; some college preferred.
- Excellent problem-solving and organizational skills.
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