Customer Care Associate

The Customer Care Associate works in a virtual call center environment speaking with customers who need restoration services. This role is the critical first step in the project intake process. The ability to quickly establish a rapport, to obtain customer information and to make decisions about the company's response to the customer are all important skills for a successful Customer Care Associate.

Essential Functions and Responsibilities :

• Serve customers with empathy and respect
• Follow the FLEET Response job intake workflow
• Listen attentively to customers, understand their inquiries
• Identify situations requiring quick escalation to operations leaders for immediate response
• Escalate necessary requests to assigned Project/OPS manager.
• Answer incoming calls promptly and professionally, ensuring a high level of customer satisfaction
• Address customer questions, concerns, and complaints with empathy and patience
• Collect and update customer information accurately in the company systems, ensuring data integrity
• Maintaining a friendly and professional tone on all calls
• Meet individual and team targets for call quality, customer satisfaction, and productivity
• Maintain a positive and professional attitude, even during challenging customer interactions
• Display a high degree of dependability by meeting prescribed schedule, availability to take calls, and other timebound work requirements.

• Exceptional verbal communication skills with a clear and friendly phone manner
• Strong active listening skills and the ability to understand and empathize with customer concerns
• Proficient computer skills and the ability to navigate multiple systems simultaneously
• Possess exceptional people skills
• Ability to work in a fast-paced environment
• Organizational skills and attention to detail
• Strong planning, and problem-solving skills
• Ability to multitask (i.e. listen to callers, move through computer screens, type, and ask questions)

• Medical, Dental, Vision, & Life Insurance
• 401k with up to 4% company match
• Company paid holidays.
• Company paid vacation & sick.
• Weekly pay

• In person at various FLEET Response local branches

• Customer Care Supervisor