Customer Care Specialist

Elemental Brands; Reno (NV); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance (em+

401(k) plan

PTO

Tuition assistance

Employee discounts

Paid holidays

Volunteer time off

Performance bonuses

On-site snacks

Job summary

Elemental Brands seeks a customer service professional to support clients via phone, email, and chat from its Reno, NV office. You will educate customers on product usage, document interactions, and collaborate with Order Management, Quotes, Shipping, and Manufacturing teams to resolve inquiries promptly.

You should have at least 1 year in a customer service role, strong English communication, and the ability to multitask in a fast-paced environment.

Qualifications

• Must have a High School Diploma/GED or equivalent.
• Minimum of 1 year of experience in a customer service setting.
• Excellent command of English in written and spoken form.

Responsibilities

• Responds to customers via phone, email, and chat.
• Communicates product/technical information clearly and professionally.
• Triages customers and documents conversations concisely.
• Engages with clients to diffuse escalations when needed.
• Escalates complex issues to Leadership as appropriate.
• Maintains confidentiality and follows company policies.

Skills

Customer service

Call center

Communication

Multitasking

Problem solving

English proficiency

Education

High School Diploma/GED

Tools

IFS

Configure One

Magento

Google Docs/Sheets

RingCentral

Zendesk

Fishbowl modules

Job description

The Opportunity

At Elemental Brands, our success starts with our people. Every day, our engineers, innovators, creators, and problem-solvers work together to develop and deliver innovative LED lighting solutions through Diode LED®, Lucetta®, Lucetta CI®, Gammalux®, and Elemental LED®. Together, we’re driving innovation and helping define the future of the low-voltage linear lighting industry.

Company Description

At Elemental Brands, our success starts with our people. Every day, our engineers, innovators, creators, and problem-solvers work together to develop and deliver innovative LED lighting solutions through Diode LED®, Lucetta®, Lucetta CI®, Gammalux®, and Elemental LED®. Together, we’re driving innovation and helping define the future of the low-voltage linear lighting industry. That same spirit of innovation and collaboration shapes everything we do. We encourage curiosity, continuous learning, and fresh ideas across every department, empowering employees to grow their careers, make meaningful contributions, and help shape the future of lighting. Recognized by EDAWN as “Company of the Year – Large” and “Employees First – Large,” and by the University of Nevada, Reno as “Graduate Employer of the Year,” Elemental Brands is proud to be an award-winning workplace where people come first, innovation thrives, and careers flourish.

Job Description

• Responds to customers via phone, email, and chat
• Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
• Triages customers appropriately and/or takes messages
• Documents conversations concisely yet with enough detail that others can understand what transpired
• Actively engage with clients' situations and diffuse escalations as needed
• Precisely document conversations with customers in the company system(s) as required
• Follow up with inquiries by making outbound calls and emails when necessary
• Courteously and effectively communicate appropriate information to fellow team members and or members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
• Provide customers with inventory requests upon request
• Create a bill of materials/quote for the customer's review
• Learn, understand, and follow policies and procedures put into place by Elemental Brands management and relay them appropriately to customers
• Continuous and proactive learning of new and updated products
• Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)
• Accept feedback from peers and management and implement suggestions as requested
• Maintain a high level of client and company confidentiality
• Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team
• Performs related duties as required

Qualifications

• High School Diploma/GED or equivalent training and experience
• Minimum of one (1) year of experience in a customer service setting
• Call center experience and knowledge of or interest in lighting technology are preferred, but not required
• English usage, grammar, spelling, vocabulary, and punctuation
• Ability to educate customers by phone, chat, and email on the proper usage of products
• Ability to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videos
• Ability to multitaskAbility to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs
• Knowledge of lighting industry standard verbiage
• Knowledge of all platforms used to include, but not limited to:
• IFS
• Configure One
• Magento
• Google Docs / Sheets
• RingCentral
• Zendesk
• Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl

We Are Looking for Someone Who:

• Truly wants to help people
• Thrives in a fast-paced environment; learns and synthesizes information quickly
• Is adaptable and flexible
• Is a dependable professional who enjoys interacting with customers by phone
• Has excellent follow-up, organizational, and time management skills
• Works quickly and efficiently with a high degree of quality
• Ability to educate customers by phone, chat, and email on the proper usage of products
• Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos
• Ability to multitask

Call center experience and knowledge of or interest in lighting technology is preferred, but not required.

Additional Information

All your information will be kept confidential according to EEO guidelines.

The Perks and Benefits

• Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer), available first of the month, following the date of hire
• Company-matched 401(k) Plan, at 5%, no vesting schedule
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Three Paid Flexible Holiday per year
• Seven Paid Holidays
• Pre-Tax Flexible Spending Accounts (FSA) and Health Savings Account (HSA) - $200 annual employer contribution
• Career Development Plan Program
• Discounted Corporate Gym Membership at South Reno Athletic Club
• Tuition Assistance
• Employee Discount
• Monthly Birthday Lunch Celebrations
• On-site Snacks and Beverages
• Employee Referral Bonus Program

About Us

Visit us at www.elementalbrands.com or call 877-564-5051.