Customer Care Specialist - Email, Chat and Voice | Location: Work from home

ABOUT UA/UNIFORM ADVANTAGE BRANDS

For over 40 years, UA Brands has designed fashion-forward apparel for the medical and culinary professionals who make a difference every day. We’re proud to support the people behind the work, those showing up and making an impact every shift. We’re a purpose-driven team with a strong commitment to community, collaboration, and service. Here, you’ll find a culture that values connection, fresh perspectives, and real impact. From the start, we’re committed to giving you an authentic look at life at UA Brands and how you can grow, contribute, and make your mark.

ABOUT THE ROLE

This is one of UA Brands’ most customer-impacting roles. As a Customer Care Specialist, you will serve as a trusted problem-solver for our customers, handling phone-based inquiries that often involve complex, time-sensitive, or emotionally charged situations.

Customers rely on you not just for answers, but for ownership. Your success will be measured by your ability to resolve issues accurately, professionally, and preferably in a single interaction, while reinforcing UA Brands’ reputation for service excellence.

This role requires flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs.

This is a high-volume, phone-intensive role where success depends on focus, resilience, and consistent performance. Customer interactions often involve urgent or emotionally charged issues, and representatives are expected to manage multiple systems while maintaining professionalism, empathy, and accuracy. Performance is closely tracked across quality, productivity, and customer satisfaction metrics.

WHAT YOU’LL DO

• Manage different queues of inbound phone calls, emails, and chats, taking complete ownership of each interaction from first contact through final resolution, including documentation and follow-up when required.
• Resolve complex service scenarios, including billing inquiries, order placement or modification, exchanges, refunds, and system troubleshooting.
• Navigate multiple internal systems simultaneously while meeting defined handle-time, quality, and compliance expectations.
• Exercise sound judgment to balance customer satisfaction with business guidelines, ensuring fair and consistent outcomes.
• Handle sensitive and confidential customer information with professionalism and discretion.
• Collaborate cross-functionally and support offline tasks, special projects, or other departments during lower contact-volume periods.

REQUIRED SKILLS

• Advanced active listening, verbal, and written communication skills in English
• Ability to work effectively with a diverse team in a fast-paced, metric-driven environment
• Strong organizational skills with the ability to manage time, priorities, and detailed documentation
• Sound analytical thinking and decision-making capabilities
• Demonstrated reliability, accountability, and a team-oriented mindset

REQUIRED EXPERIENCE

• Minimum 2 years of phone-based call center experience supporting a U.S. Retail and/or E-Commerce business.
• Experience handling international customer calls, emails, and chats, preferably within a U.S. process.
• C2-level English proficiency (verbal and written).
• Minimum 40 WPM typing speed.
• Prior experience working in a remote environment.
• Candidates with direct exposure to U.S. Retail or E-Commerce phone support will be prioritized.

WORKSPACE REQUIREMENTS

• Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts.
• Minimum Internet Speed: 100 Mbps upload/download.
• 9 hours of power backup to ensure uninterrupted connectivity.

WHERE YOU’LL WORK: REMOTE – Work from Home

Have workplace flexibility - you’ll work exclusively from the comfort of your home with no commute! Remote employees are expected to be online and available during the core business hours for their team. Company computer equipment is provided for business use.

THIS ROLE IS A STRONG FIT IF YOU:

• Enjoy fast-paced, phone-heavy work and stay energized by back-to-back customer interactions
• Are comfortable receiving regular feedback tied to performance metrics
• Can remain composed, empathetic, and solution-focused when customers are frustrated or upset
• Take personal accountability for outcomes rather than escalating by default

THIS ROLE MAY NOT BE A FIT IF

• Prefer email or chat-based support over live phone interactions
• You are uncomfortable managing customer issues
• Find strict schedules, productivity targets, or monitored performance stressful
• Require frequent exceptions to policies to feel successful
• Are easily distracted in a work-from-home environment

BENEFITS & PERKS

UA BRANDS offers a full range of benefits that address both your health and financial needs.

• Company-sponsored medical insurance for employees and family members
• Company-sponsored medical insurance for employees and family members
• Company-sponsored Life insurance for employees
• Company-sponsored Group Personal Accidental insurance for employees
• Company-sponsored Gratuity Benefit
• Continuous remote work
• Hardship Allowance: Paid over and above the employee’s monthly salary
• Extended Hardship Allowance: Paid over and above the employee’s monthly salary
• Paid Vacation / Earned Leave
• Maternity Leave, Compensatory Off Leave, Bereavement Leave, and Paternity Leave as per the applicable norms.
• Holiday Pay
• Referral Program - Get paid to work with Friends
• Regular Recognition, Social Activities, Events, and Birthday Celebrations

UA IS AN EQUAL OPPORTUNITY EMPLOYER

As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodation for qualified individuals with known disabilities unless doing so will result in an undue hardship.We are a Drug-Free Workplace.