Sr. Customer Care Associate Level 2

Breakthru Beverage Group; Hartford (CT); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Senior Customer Care Associate Level 2 to provide exceptional service in a remote environment. This role involves managing customer inquiries, resolving complex issues, and collaborating with sales and marketing teams to enhance customer experiences. Candidates should possess a Bachelor's degree and have at least 2 years of customer service experience, with strong communication and analytical skills. The position offers a competitive salary and benefits.

Benefits

Health care

Life insurance

Time off

401(k)

Qualifications

• At least 2 years in customer service.
• At least 1 year with remote desktop or help desk software.
• Proficient in MS Office and other computer programs.

Responsibilities

• Managing customer inquiries through the e-commerce site.
• Collaborating with the B2B ecommerce team.
• Researching and diagnosing issues.

Skills

Communication

Multi-tasking

Analytical skills

Education

Bachelor’s degree or equivalent experience

Tools

MS Office

Remote desktop or help desk software

SAP

Job description

Sr. Customer Care Associate Level 2 - 100% Remote

The Senior Customer Care Associate 2 is responsible for providing world-class service in an e-commerce and call center environment, servicing customers via phone, email, and live chat. The role involves triaging and resolving complex service issues, assisting with questions, resolving tickets, coordinating with local service teams for escalation, and supporting sales and marketing efforts for key accounts.

Position Details:

• Time Type: Full time
• Remote Type: Remote - Florida
• Job Family Group: Sales

Responsibilities include:

• Managing customer inquiries through the e-commerce site, maintaining accurate records, and ensuring positive customer experiences.
• Collaborating with the B2B ecommerce team to ensure proper site access and information.
• Researching and diagnosing issues, providing clear advice, and ensuring sales are captured accurately in SAP.
• Processing orders for Key Accounts, ensuring proper pricing and credits, and resolving inquiries using various support tools.
• Maintaining high standards of customer service, exceeding department metrics, building relationships, and increasing customer retention.

Minimum Qualifications:

• Bachelor’s degree or equivalent experience
• At least 2 years in customer service
• At least 1 year with remote desktop or help desk software
• Proficient in MS Office and other computer programs
• Strong communication, multi-tasking, and analytical skills

Preferred Qualifications:

• Experience in consumer products or distribution industry

Physical Requirements:

• Ability to stand, sit, talk, hear, and operate a computer and phone regularly

Competencies:

• Accountability, decision-making, and problem-solving skills

This role offers a salary of $22/hour, with benefits including health care, life insurance, time off, and a 401(k). Breakthru Beverage Group is an equal opportunity employer and provides accommodations for disabilities.