Customer Care Specialist

DiamondBack Covers; Philipsburg (Centre County); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short-Term Disability

401k with company match

Tuition reimbursement

ESOP

Employee Pricing

Friends and Family Discounts

Volunteer days

Job summary

DiamondBack Covers is seeking a Customer Care Specialist to assist end users via phone, email, and live chat, ensuring a tailored support experience. You’ll understand customer needs, provide solutions, and drive satisfaction across products and accessories.

The role reports to the Customer Experience Manager and requires 2+ years in customer service, strong communication, empathy, and the ability to work in a high-volume setting while maintaining accuracy.

Qualifications

• High School Diploma; Associate’s Degree preferred.
• 2+ years of Customer Service experience.
• Experience in a fast-paced, high-volume environment.
• Strong organization, interpersonal and communication skills.
• Attention to detail with high accuracy.
• Proficient with basic computer skills and learning new programs.
• Empathetic listening and effective customer needs assessment.
• Ability to write clearly in various settings and styles.

Responsibilities

• Respond to inquiries about orders/products promptly and politely to ensure satisfaction.
• Provide follow-up when issues cannot be solved during initial contact.
• Troubleshoot product performance with customers.
• Keep records of customer interactions and transactions.
• Process orders and maintain customer accounts.
• Improve content and resources for customer needs across channels.

Skills

Customer Service

Fast-paced

Organizational skills

Communication skills

Attention to detail

Basic computer skills

Empathetic listening

Needs analysis

Clear writing

Education

High School Diploma

Associate’s Degree

Job description

Customer Care Specialist

About You:

Our customers need reliable products for their next adventures and you’re driven to help them do just that. You solve problems with the customer in mind and are dedicated to exceeding their expectations. You’re not knocked off balance by the unexpected. When times get tough, you can be counted on to hold things together. You have composure and you’re cool under pressure.

About the Job:

Customer Care Specialists are professionals that our products’ end users can rely on to answer inquiries about all things DiamondBack. The DiamondBack Customer Care team offers consumers a custom-tailored experience via telephone, email, and live chat. Specialists answer questions about the best DiamondBack for specific adventures, how to accessorize a DiamondBack, and how to fix product performance problems. This position works to understand the needs of the customer and communicates effectively to ensure complete satisfaction.

Reports To:

Customer Experience Manager

Principle Duties:

• Customer Service
  • Respond to customer inquiries about orders, products, or services promptly and politely and determine the best action to ensure their satisfaction
  • Provide thorough and timely follow up to customers when problems cannot be solved during the initial correspondence
  • Troubleshoot and solve product performance problems with customers
  • Keep records of customer interactions and transactions
• Customer Orders
  • Process customer orders, maintain customers’ accounts, implement changes to existing accounts, and file documents
• Customer Materials
  • Continually improve content and scope of resources for customer needs through the website, printed materials and boilerplate responses

Required Skills, Knowledge, Education, and Training:

• High School Diploma; Associate’s Degree preferred
• 2+ years of Customer Service experience
• Proven experience working in a fast-paced, high-volume environment
• Excellent organizational, interpersonal, and communication skills
• Strong attention to detail with a high level of accuracy
• Proficient with basic computer skills with ability to learn new programs
• Attentive and empathetic listening skills
• Ability to analyze and assess customer needs, present solutions, and add value through delivery of products and services
• Able to write clearly and succinctly in a variety of settings and styles

Perks at DiamondBack

• Competitive benefit offerings (Medical, Dental, Eye, Life Insurance, Short-Term Disability)
• Competitive PTO, Personal, and Sick Time
• Profit-Sharing
• Employee Ownership: Company shares are awarded annually based on company performance through an ESOP
• 401k contributions with a company match
• Tuition reimbursement program up to $5250 annually
• Employee Cover Program: Eligible for a DiamondBack cover
• Employee Pricing on products
• Friends and Family Discounts
• Healthy snacks provided daily
• Days of Service: Opportunity to make an impact in the community with 3 paid days off for volunteering
• DiamondBack Gives Back: Employee-directed giving to the community up to $2,000 annually