Golden Customer Care is the human touchpoint for some of the largest health, wellness, beauty, and pet brands online. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain the highest levels of customer happiness and satisfaction.
We’re Looking For A: Customer Care Representative
Location: Remote (Alabama, Arizona, Arkansas, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Utah, and Wyoming)
Training Schedule: Paid virtual training (4-5 weeks)
- 8:00 AM to 4:30 PM MST Monday-Friday
Call Center Hours of Operation: All shifts include working both weekend days
- 7:00AM-6:00PM MST Monday-Friday
- 7:00AM-5:00PM MST Saturday/Sunday
The Golden Difference. How are we different from other companies?
- Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
- Employee Stock Ownership Plan (You're part owner of GCC). Learn more.
- 401k retirement contribution with company matching up to 3.5%
- 10 days of paid vacation, 6 days/48 hours of paid sick time plus holidays
- Internet reimbursement
- Massive room for professional growth and results-based pay increases
- Actually fun virtual & in-person events
What You’ll Be Doing:
- Use multiple systems simultaneously to resolve customer inquiries efficiently
- Research and reconcile problems by clarifying the customers concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily
- Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction
- Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable
- Correct/update customer information accurately as needed to ensure current and reliable records
- Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records
- Efficiently fulfill customer order requests to enhance their experience and encourage repeat business
- Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience
- Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction
- Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction
- Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction
Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):
- High school diploma or GED
- 1-2 Years in a customer service role
- 1 year customer service in a contact center setting (preferred)
- Proficiency using Windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs (Excel, Word) (preferred)
- Working knowledge of call center systems and/or workflows
We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.