Customer Care Specialist - Contract

Brobston Group LLC; Springfield (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Brobston Group LLC is seeking a B2C Care Advisor in Springfield, MA. You will be the primary contact for clients, retail partners, wholesale accounts, and end consumers, delivering personalized, white-glove service across calls, email, and live chat.

You will resolve inquiries, document interactions in the CRM, and collaborate with Sales to identify upsell and retention opportunities. The role combines exceptional customer service with strategic clienteling to foster loyalty and drive business

Qualifications

• Experience in a customer service or clienteling role.
• Proficiency with CRM systems and customer service platforms.
• Strong organizational, analytical, and problem-solving abilities.

Responsibilities

• Provide white-glove service via calls, email, post, and live chat.
• Address inquiries about products, orders, account management, and services.
• Document all customer interactions in the CRM with data integrity.
• Monitor and follow up on interactions to ensure resolution and satisfaction.
• Collaborate with Sales to cultivate long-term client relationships and upsell opportunities.
• Leverage data insights to personalize service and inform business decisions.

Skills

Customer service

CRM systems

Communication

Attention to detail

Problem solving

Tools

CRM software

Job description

Summary

As a B2C Care Advisor, you serve as the primary point of contact for clients, retail partners, wholesale accounts, and end consumers, delivering personalized, white-glove service across multiple channels. You will resolve complex inquiries, document interactions in the CRM, and collaborate with sales to identify upsell and retention opportunities. The role combines exceptional customer service with strategic clienteling to foster loyalty and drive business growth.

Responsibilities

• Provide white-glove service via calls, email, post, and live chat, delivering prompt and personalized responses.
• Address inquiries about products, orders, account management, and services, resolving complex issues within service level agreements.
• Document all customer interactions accurately in the CRM and maintain data integrity.
• Monitor and follow up on customer interactions to ensure full resolution and ongoing satisfaction.
• Collaborate with Sales to cultivate long-term client relationships and identify upsell and cross-sell opportunities.
• Leverage data insights to personalize service and inform business decisions.

Requirements

• Proven experience in a customer service or clienteling role with strong interpersonal and communication skills.
• Proficiency with CRM systems and customer service platforms.
• Strong organizational, analytical, and problem-solving abilities with attention to detail.