Customer Care Specialist

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist . In this role, you will serve as a key point of contact across the customer lifecycle—assisting, advising, and engaging customers through service, account coordination, payment processing and sales enablement activities. This role combines frontline customer interaction, account management support, and revenue-generating activities. You will partner across teams to ensure customer needs are met, issues are resolved efficiently, and opportunities to improve customer value and satisfaction are identified and acted upon. A successful candidate will demonstrate strong communication, problem-solving, and customer engagement skills, along with the ability to balance service excellence with business outcomes. Position is eligible for a performance bonus, in addition to base salary. Customer Support & Issue Resolution Provide prompt, professional, and efficient service to customers via phone, email, and chat channels. Troubleshoot and resolve inside sales, billing and account-related issues, escalating when necessary. Resolve basic to moderately complex customer concerns and route issues to the appropriate teams when needed. Educate customers on product functionality, best practices, and available resources. Customer Experience & Relationship Management Serve as a trusted point of contact for customers, ensuring a high-quality experience across all touchpoints. Build and maintain positive relationships with customers, supporting account needs and ongoing engagement. Identify trends, recurring issues, and customer feedback to improve processes and products. Sales Support & Revenue Generation Engage with prospective and current customers to identify needs and recommend appropriate products or solutions. Proactively follow up with leads, demo requests, and inbound inquiries to drive conversion and adoption. Assist customers with onboarding activities such as account setup, product registration, and upgrades. Promote additional services, training opportunities, and solutions that enhance customer outcomes. Account Coordination & Operational Support Support account-related activities including entitlement management, account updates, and coordination with internal systems. Document all customer interactions, activities, and outcomes in appropriate systems (e.g., Zuora, Salesforce) Maintain accurate records of customer communications, orders, and service activity. Assist with training coordination, and customer follow-up activities. Team Collaboration & Continuous Improvement Collaborate with sales, support, product, and implementation teams to deliver seamless customer experiences. Participate in ongoing training, coaching, and knowledge-sharing initiatives. Contribute to process improvements, workflow efficiencies, and service quality enhancements. Support department goals and special projects as assigned. High school diploma or equivalent required; bachelor’s degree or relevant experience preferred. 2+ years of experience in customer service, technical support, sales, or account management roles (or equivalent combination). Strong customer service orientation with proven ability to meet or exceed service quality expectations. Excellent communication and interpersonal skills, both written and verbal. Strong problem-solving, analytical, and organizational skills. Ability to manage multiple priorities in a fast-paced environment. Experience with CRM systems (e.g., Salesforce) and Microsoft Office tools preferred. Familiarity with software solutions and ability to quickly learn new technologies. Knowledge of insurance claims processes or property estimating solutions a plus. Success Profile Delivers a consistently high-quality customer experience across all channels Resolves customer issues efficiently while maintaining ownership and accountability Identifies opportunities to improve customer outcomes and drive additional value Balances service excellence with sales awareness and business objectives Collaborates effectively across teams to remove friction and improve workflows Additional Information General office or remote working environment May require occasional extended hours or schedule flexibility based on customer demand. This job description does not list all duties and may be revised at any time by management. #LI-LM03 #LI-Remote