Client Care Specialist (100% Remote)

ClearCaptions, LLC; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

ClearCaptions, LLC is seeking a Client Care Specialist to engage customers via phone, chat, and email, delivering training and installation support with a focus on empathy and problem-solving.

You will manage Salesforce records, maintain high service levels, and collaborate with teammates to optimize customer experiences in a fully remote environment.

Qualifications

• Responds to customer inquiries across phone, chat, and email with accuracy and friendliness.
• Explains features and benefits to customers and technicians with clarity.
• Manages data entry and case notes in Salesforce to maintain a clean CRM.
• Maintains professional, calm communication in high-pressure situations.
• Balances empathy with time management to meet service levels.

Responsibilities

• Handle inbound and outbound calls, chat, and email to assist customers and installers.
• Provide feature training and product guidance for ClearCaptions services.
• Deliver installation support and ensure a welcoming experience for new customers.
• Meet or exceed weekly/monthly performance metrics and customer satisfaction goals.
• Manage customer interactions in Salesforce CRM with accurate data entry.
• Address frustration with empathy and resolve issues efficiently.

Skills

Active listening

Empathy

Communication

Time management

Self-motivation

Team collaboration

Organization

Adaptability

Education

High school diploma or equivalent

Tools

Salesforce

Microsoft Teams

Slack

Microsoft Office

Job description

Client Care Specialist

Are you passionate about making a real difference in the lives of others? Do you thrive in a role where building relationships and solving problems with care matter more than rushing through calls? If so, we invite you to join us as a Client Care Specialist, where your work directly impacts the independence and well-being of seniors and their caregivers. This is not your ordinary contact center role, it is about changing lives, one connection at a time.

Summary:

The Client Care Specialist serves as the front line of customer engagement, delivering high-quality support across inbound and outboundphone, chat, and email channels. Outbound contacts will also be supported, in someinstances,through an automateddialer.

The scope of these contacts ranges from new customer or technician installationsupport, existing customer assistance, and general inquiries related to our caption service. This includes account maintenance and ongoing product training. This role directly supports organizational success by serving as the front line for customer engagement through inbound phone and chat services. By providing timely responses and expert guidance onClearCaptionsproducts and features, the specialist enhances customer satisfaction and retention. Consistently meeting service level and performance metrics contributes to the company’s operational excellence, while accurate data management in Salesforce ensures effective customer relationship management.

What This Role Does:

• Inboundand outboundphone contacts will be the primary delivery of work as well as Chatand emailservices.Outbound contacts will also be supported, in someinstances,through an automateddialer.

• Respondsto ClearCaptions customers to provide feature training related to ClearCaptions products and services.

• Respondsto ClearCaptions customers and installers to provide installationsupport and ensurea welcomingexperience for new customers.

• Meets or exceeds weekly and monthly performance metrics related to service level, first call resolution, and customer satisfaction.

• Managescustomer interactions within SalesforceCustomer Relationship Management(CRM) system, ensuring accurate data entry and adherence to standard operating procedures.

• Respondsto customer frustration with empathy and reassurance, aligning solutions to individual needs and concerns.

• Simplifiestechnical issues by providing calm, solution-focused guidance tailored to each customer’s comfort level and learning style.

• Identifiesand resolvesrecurring customer issues by taking ownership and follow-through, helping to reduce repeat contacts and build customer confidence.

• Collaborateswith peers and leadership to improve outreach strategies and customer experience flows.

• Performs other duties as assigned.

What You Will Bring:

• A highschooldiploma orequivalent is required.

• A minimum of two (2)yearsof experienceincustomerserviceis required.

• A genuine desire to help customers feel supported, heard, and successful by adapting pace and style to meet the customer’s needs.

• Strong listening skills with track record of identifying customer needs, resolving issues and recommending relevant solutions.

• Experience conducting needs-based conversations that connect customers with solutions, helpful tools, or product enhancements.

• Effectively balances empathy with time management to meet both customer and operational goals.

• Proven ability to take ownership of customer issues driving resolution from initial contact throughfollow-upto ensure a seamless and complete customer experience.

• Demonstrates a growth mindset by adapting to new tools, seeking feedback and continuously learning in a changing environment.

• Maintains professionalism and solutions-focused during high-pressure or emotionally sensitive interactions.

• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.

• Excellent verbal and written communication, presentation, and problem-solving skills.

• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes

• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.

• Reliable and predictable attendance.

• Willingnessandabilityto work flexible schedules, to include eveningsas needed, including weekends.

• Proficiencyin MicrosoftOfficeSuite andmodern communication tools for virtual teams (e.g., MicrosoftTeams, Slack).

Preferred:

• Strong working knowledge of Salesforce orotherCRMtool.

• Basic telephone technology.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Primary functions require the ability to communicateeffectively and clearlyover the phone with individuals suffering from hearing loss.Employees mustusea company-provided or approved headset to maintain audio quality in our call center environment.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing,and walking (95-100%)

• Keyboarding (70-90%)

• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote:Workenvironment is at home.