Senior Remote Customer Care Specialist

Mason Companies, Inc; Chippewa Falls (WI); On-site; USD 25,000 - 30,000; Full time

Job summary

Mason Companies, Inc. is seeking a Customer Care Specialist to support multiple channels and resolve escalated inquiries from a central team. You will ensure customer needs are met with the highest level of service and become the final escalation point for issues.

You will document interactions in the CRM, collaborate with teammates, and focus on timely resolutions while maintaining strong customer relationships and meeting performance targets.

Qualifications

• High School Diploma or Equivalent preferred.
• Prior experience in customer service is strongly desired.
• Functional experience with data entry and computers is preferred.

Responsibilities

• Handle escalated customer inquiries and provide timely resolutions.
• Investigate and resolve complex issues for customer satisfaction.
• Build relationships with customers through active listening and empathy.
• Stay updated on products and services to assist customers effectively.
• Maintain detailed records of customer interactions in the CRM.
• Collaborate with team and cross-functional colleagues to share insights.
• Meet or exceed performance metrics including response and resolution times and CSAT.

Skills

Interpersonal skills

Troubleshooting

Collaboration

Customer focus

Attention to detail

Time management

Confidential information handling

Communication

Education

High School Diploma or Equivalent

Tools

Data entry

Computers

Job description

Mason Companies, Inc. is seeking a Customer Care Specialist to support multiple channels and resolve escalated inquiries from a central team. You will ensure customer needs are met with the highest level of service and become the final escalation point for issues.

You will document interactions in the CRM, collaborate with teammates, and focus on timely resolutions while maintaining strong customer relationships and meeting performance targets.