Customer Care Specialist

Brobston Group LLC; Springfield (MA); On-site; USD 39,000 - 52,000; Full time

Job summary

Brobston Group LLC is seeking a B2C Care Advisor who serves as a brand ambassador, delivering white-glove service to a diverse client base across multiple channels. The role focuses on resolving inquiries and complex issues while documenting interactions in the CRM.

You will collaborate with Sales and Operations to implement clienteling strategies and identify upsell/cross-sell opportunities to grow loyalty and revenue.

Qualifications

• Proven experience in customer service or care role.
• Strong written and verbal communication skills.
• Proficiency with CRM systems and customer service platforms.
• Excellent problem-solving and analytical abilities.
• Ability to manage multiple priorities and meet KPIs.
• Experience with clienteling or upselling is a plus.

Responsibilities

• Provide personalized support via phone, email, post, and live chat.
• Resolve inquiries about products, orders, accounts, and services.
• Document customer interactions accurately in the CRM.
• Follow up to ensure complete resolution and satisfaction.
• Collaborate with Sales and Operations on clienteling and upsell opportunities.

Skills

Customer service

CRM proficiency

Problem solving

Multitasking

Sales collaboration

Tools

CRM platforms

Live chat software

Job description

Summary

As a B2C Care Advisor, the Customer Care Specialist acts as a primary ambassador for the brand, delivering white-glove service to a diverse clientele across multiple channels. The role focuses on resolving inquiries and complex issues, documenting interactions in the CRM, and partnering with sales to cultivate long-term relationships and drive revenue through upselling and cross-selling. The Specialist balances exceptional customer service with strategic clienteling to enhance customer loyalty and business growth.

Responsibilities

• Provide personalized, professional support via phone, email, post, and live chat, ensuring timely and accurate responses.
• Handle inquiries related to products, orders, account management, and services, escalating complex issues as needed.
• Document all customer interactions and updates accurately in the CRM; maintain data integrity and follow company processes.
• Proactively follow up on cases to ensure full resolution and customer satisfaction, creating "wow" moments.
• Collaborate with Sales and Operations to implement clienteling strategies and identify upsell/cross-sell opportunities.

Requirements

• Proven experience in a customer service or care role with strong written and verbal communication skills.
• Proficiency with CRM systems and customer service platforms; ability to maintain accurate records.
• Strong problem-solving and analytical skills with the ability to troubleshoot and resolve complex issues.
• Ability to manage multiple priorities in a fast-paced environment and meet KPIs and service level agreements.
• Experience with clienteling, upselling, or sales collaboration is highly desirable; exemplary brand representation and attention to detail.