CUSTOMER CARE REPRESENTATIVE

The Helmsman Group LLC; North Carolina; Remote; USD 22,000 - 33,000; Full time

Job summary

The Helmsman Group LLC is seeking a Customer Care Representative for a remote, customer-focused role. You will act as the first point of contact, handling inquiries via phone, email, and chat, and provide clear guidance to resolve common issues.

Ideal candidates have 1–3 years in customer service, strong communication, and the ability to document interactions accurately. You will troubleshoot basic problems and escalate complex cases while maintaining SLAs.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in a related field preferred.
• 1–3 years of customer service or help desk experience preferred.
• Strong verbal and written communication skills.
• Ability to remain calm and professional with customers.
• Basic computer skills and ability to work with multiple systems.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other approved channels.
• Provide accurate and courteous assistance with questions, requests, and concerns.
• Serve as the first point of contact for customer support and help desk inquiries.
• Identify customer needs by asking questions and gathering information.
• Troubleshoot basic product, service, account, and access issues.
• Provide step-by-step instructions to resolve common problems.
• Manage customer accounts, orders, billing inquiries, and service requests as applicable.
• Create, update, and manage support tickets and cases.
• Document customer interactions, issues, and resolutions for follow-up.
• Use CRM, help desk, and knowledge-base systems to manage requests.
• Escalate issues requiring specialized assistance and ensure complete information.
• Follow up with customers on open or escalated cases with timely updates.
• Monitor cases to meet SLAs and maintain knowledge of products and policies.
• Direct customers to self-service resources and knowledge bases.

Skills

Customer Support

Active Listening

Problem Solving

Communication

Documentation

Organization

Empathy

Teamwork

Multitasking

Education

High school diploma

Associate or Bachelor's preferred

Tools

CRM systems

Help Desk systems

Salesforce

Zendesk

Job description

Job Title: Customer Care Representative

Job Type:(Remote)

Job Summary

The Customer Care Representative — Customer Support / Help Desk is responsible for providing timely, professional, and effective assistance to customers who require help with products, services, accounts, applications, or general inquiries. This position serves as a primary point of contact for customer support, resolves routine issues, manages support requests, and escalates complex concerns to the appropriate team.

Key Responsibilities

• Respond to customer inquiries through phone, email, chat, and other approved support channels.

• Provide accurate and courteous assistance with customer questions, requests, and concerns.

• Serve as the first point of contact for customer support and help desk inquiries.

• Identify customer needs by asking appropriate questions and gathering relevant information.

• Troubleshoot basic product, service, account, application, and access-related issues.

• Provide customers with clear, step‑by‑step instructions to resolve common problems.

• Assist customers with account access, password resets, profile updates, orders, billing inquiries, and service requests as applicable.

• Create, update, and manage customer support tickets and cases.

• Accurately document customer interactions, issues, troubleshooting steps, resolutions, and follow‑up actions.

• Use CRM, help desk, knowledge‑base, and customer service systems to manage support requests.

• Escalate technical, billing, account, or service issues that require specialized assistance.

• Ensure escalated cases contain complete and accurate information for efficient resolution.

• Follow up with customers on open or escalated cases and provide timely status updates.

• Monitor assigned cases and ensure requests are resolved within established service‑level agreements (SLAs).

• Maintain current knowledge of products, services, policies, procedures, and support resources.

• Direct customers to appropriate self‑service resources, FAQs, knowledge bases, and online tools.

• Identify recurring customer issues and communicate trends to supervisors and relevant departments.

• Handle customer complaints and challenging situations with patience, professionalism, and empathy.

• Protect customer personal, financial, and account information in accordance with company privacy and security policies.

• Follow customer care, help desk, escalation, quality assurance, and compliance procedures.

• Meet established customer satisfaction, response‑time, resolution‑time, productivity, and quality targets.

• Participate in training, coaching, quality reviews, and customer support improvement initiatives.

• Recommend improvements to help desk procedures, knowledge resources, and customer support processes.

Qualifications

• High school diploma or equivalent required.

• Associate or bachelor's degree in Business, Information Technology, Communications, or a related field preferred.

• 1–3 years of experience in customer service, customer care, help desk, call center, or technical support preferred.

• Strong verbal and written communication skills.

• Excellent active listening and interpersonal skills.

• Strong problem‑solving and customer‑service skills.

• Ability to remain calm, patient, and professional when handling difficult customer situations.

• Basic computer skills and ability to work with multiple systems simultaneously.

• Experience with CRM, ticketing, or help desk systems preferred.

• Strong organizational and time‑management skills.

Preferred Qualifications

• Experience with CRM and customer support platforms such as Salesforce, Zendesk, ServiceNow, Freshdesk, or similar systems.

• Experience with IT help desk or service desk environments.

• Basic knowledge of computer hardware, software, applications, and connectivity.

• Experience with knowledge‑base and self‑service support platforms.

• Familiarity with ITIL or service management practices.

• Experience handling high-volume customer support requests.

• Experience with omnichannel customer care.

• Bilingual or multilingual communication skills where required.

Key Skills

• Customer Support

• Customer Care

• Help Desk Support

• Customer Service

• Issue Resolution

• Ticket & Case Management

• Active Listening

• Problem Solving

• Complaint Handling

• Conflict Resolution

• CRM Systems

• Help Desk Systems

• Account Support

• Basic Technical Troubleshooting

• Escalation Management

• Knowledge Base Management

• SLA Management

• Customer Experience

• Communication

• Data Entry & Documentation

Core Competencies

• Customer Focus: Ability to provide responsive, empathetic, and professional assistance that addresses customer needs.

• Help Desk Support: Ability to manage customer support requests, troubleshoot routine issues, and coordinate appropriate resolutions.

• Communication: Ability to explain information and instructions clearly to customers with different levels of knowledge.

• Problem Solving: Ability to understand customer issues and identify appropriate solutions or escalation paths.

• Active Listening: Ability to understand customer concerns and gather the information necessary to resolve cases.

• Escalation Management: Ability to recognize complex issues and transfer them to the appropriate team with complete documentation.

• Documentation: Ability to accurately record customer interactions, support activities, resolutions, and follow‑ups.

• Empathy & Patience: Ability to remain calm, respectful, and understanding during challenging customer interactions.

• Organization: Ability to manage multiple cases, follow‑ups, and priorities while meeting service deadlines.

• Teamwork: Ability to collaborate effectively with technical support, billing, sales, operations, and other internal teams.