Customer Care Specialist

PwrQ Holdings LLC; Minneapolis (MN); On-site; USD 42,000 - 62,000; Full time

Job summary

PwrQ Holdings LLC is seeking a Customer Care Specialist in Minnesota to support customer-reported product, warranty, and service cases. The role emphasizes timely intake, accurate documentation, and coordinated follow-up across product lines.

Responsibilities include case creation, data validation, escalation for safety or critical indicators, and ongoing administrative support. A 4-year degree and 2+ years in related functions are preferred.

Qualifications

• Two or more years of experience in customer service, service coordination, warranty administration, order management, or related function.
• Industrial equipment, electrical equipment, manufacturing, or field-service experience preferred.
• Ability to learn power-distribution equipment terminology and product identification, gather technical information accurately, and recognize escalation indicators without diagnosing complex failures.
• Experience with CRM, ERP, case-management, or service-management platforms; Salesforce Service Cloud preferred.
• Proficiency with Outlook, Teams, Excel and related applications.
• Professional customer communication, organization, follow-through, attention to detail, and ability to support multiple concurrent cases and product-line teams.

Responsibilities

• Customer Intake & Acknowledgment: Receive requests, acknowledge receipt, set expectations, and create the case in the approved system.
• Case Documentation & Data Validation: Capture contacts, site details, equipment info, serials, order data, symptoms, and photos.
• Initial Classification & Routing: Apply criteria; escalate safety, unit-down, and critical indicators to Lead and technical resource.
• Warranty Information Gathering: Collect history, shipment records, contract info, and needed docs for entitlement evaluation.
• Communication & Administrative Coordination: Provide acknowledgments and updates; coordinate meetings and reports.
• Action Tracking & Follow-Up: Track actions and responses; follow up without owning resolution.
• Case Record Quality & Closure Support: Maintain records and assemble closure materials for review.
• Shared Product-Line Support: Coordinate across Leads and Engineers as workload requires.

Skills

Customer communication

Organization

Attention to detail

Multi-tasking

Process discipline

Education

4 year degree

Tools

Salesforce Service Cloud

Microsoft Outlook

Microsoft Teams

Excel

ERP systems

Job description

The Customer Care Specialist supports customer-reported product, warranty, and service cases by ensuring timely intake, accurate documentation, appropriate routing, and consistent administrative follow-up. The Specialist gathers required customer and equipment information, maintains case records, coordinates routine communications, and supports Customer Care Leads and Technical Support Engineers across one or more product lines. This role supports case progression but does not hold end-to-end case ownership or accountability for resolution and closure.

Key Responsibilities

Customer Intake & Acknowledgment
Receive customer requests through designated channels, acknowledge receipt, establish initial expectations, and create the case in the approved case-management system.

Case Documentation & Data Validation
Capture and validate customer contacts, site details, equipment information, serial numbers, order data, reported symptoms, operating conditions, photographs, and supporting documents.

Initial Classification & Routing
Apply established product-line, issue-type, severity, and routing criteria. Promptly escalate defined safety, unit-down, and critical indicators and route the case to the assigned Customer Care Lead and appropriate technical resource.

Warranty Information Gathering
Collect product history, shipment records, contract information, and supporting documentation needed by the Customer Care Lead to evaluate warranty entitlement.

Communication & Administrative Coordination
Provide standard acknowledgments and routine updates as directed by the Customer Care Lead. Coordinate meetings, requested information, reports, and other administrative activities.

Action Tracking & Follow-Up
Track open actions, information requests, customer responses, technical calls, field activity, and case milestones. Follow up with responsible parties without assuming ownership of the resolution decision.

Case Record Quality & Closure Support
Maintain complete and accurate records and assemble required correspondence, technical documentation, field reports, customer confirmation, and closure information for review by the Customer Care Lead.

Shared Product-Line Support
Support one or more product-line teams and coordinate activities across assigned Customer Care Leads and Technical Support Engineers as capacity and workload require.

Qualifications

Education

4 year degree

Experience
Two or more years of experience in customer service, service coordination, warranty administration, order management, technical support administration, or a related function. Industrial equipment, electrical equipment, manufacturing, or field-service experience is preferred.

Technical Aptitude
Ability to learn power-distribution equipment terminology and product identification, gather technical information accurately, and recognize defined escalation indicators without independently diagnosing complex failures.

Systems & Tools
Experience with CRM, ERP, case-management, or service-management platforms. Salesforce Service Cloud experience is preferred. Proficiency with Microsoft Outlook, Teams, Excel, and related applications.

Core Capabilities
Professional customer communication, organization, follow-through, attention to detail, process discipline, and the ability to support multiple concurrent cases and product-line teams.

Equal employment opportunity, including veterans and individuals with disabilities.