Customer Care Pro: Resolve, Upsell & Delight

Charlotte's Web

Louisville (CO)

On-site

USD 42,000 - 56,000

Full time

5 days ago

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Benefits offered by this job

Medical/dental/vision

Pet insurance

401K match

Paid time off

Sick time

Job summary

Charlotte's Web is seeking a Customer Support Specialist to assist and guide our D2C customers through product features, resolve queries, and uphold a world-class service standard. You will log interactions, maintain accurate records, and collaborate with teams to improve the customer experience.

Ideal candidates are excellent communicators with 2-3 years in customer care, familiar with help desk software, and capable of multitasking across phone, email, and chat while meeting KPIs and company

Qualifications

Excellent interpersonal skills for internal and external relationships.
Proven customer service mindset with solutions-focused approach.
Ability to balance multiple tasks and resolve inquiries efficiently.

Responsibilities

Answer product, service, and shipping questions via phone, email, and chat.
Create and maintain accurate customer records with precise notes.
Suggest products or services based on customer needs and data.
Prepare reports by collecting and analyzing customer information.
Meet or exceed weekly metrics and KPIs.
Log inbound calls and ensure timely resolutions within 24 hours.
Upsell and cross-sell relevant products to customers.
Identify and address system or promotional issues affecting the customer experience.