Customer Care Analyst

Job Summary

Providing exceptional service in a high-volume contact center environment, the full-time Customer Care Analyst will manage back-to-back inbound calls, assisting customers through complex and emotionally sensitive situations while working remotely.

Key responsibilities

• Handle inbound calls with empathy and professionalism, de-escalating concerns and ensuring positive customer experiences
• Navigate multiple systems to resolve inquiries accurately while meeting productivity and quality goals
• Build collaborative relationships with team members and internal partners, upholding company values of customer focus and integrity

Required qualifications

• Strong communication skills with the ability to listen empathetically and build trust
• Problem-solving mindset with a focus on resolving customer needs in a single call
• Accountability and reliability in meeting schedule expectations and taking ownership of work
• Tech-savvy with confidence in navigating multiple systems and troubleshooting online issues
• Ability to work remotely with access to high-speed internet and located in the United States or Puerto Rico