Job Description

WHO WE ARE

Golden Customer Care's mission is to deliver a world-class experience to every single customer with whom we interact. We are the human touchpoint for some of the largest health, wellness, and beauty brands online, and we take that responsibility seriously. Through superior knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain high levels of customer satisfaction. We're growing fast, but our core values remain the same as when we were founded in 2010.  If you are results driven, ambitious, a creative problem-solver, have a positive energy, collaborative, and team oriented, and a continuous learner we might just be the perfect place for you!

THE ROLE

The Web Support Team is responsible for the support of all GCC Customer Service locations. As a member of the Web Support Team, it is necessary to have fluid communication of any ongoing problems. They are responsible for responding to emails and chats in a timely manner. They will be responsible for delegating tasks to appropriate supervisors and their teams, overseeing all inbound call projects, and maintaining the productivity and quality of the Web Support Team.

WHY YOU SHOULD WORK WITH US

Here at Golden Customer Care, we work in a lively, laid-back work environment with a fully stocked break room for our employees to use. We pride ourselves in our incredibly diverse workforce. We intentionally strive to cultivate, create, and celebrate a rich, vibrant, and inclusive culture of belonging where our employees feel respected and empowered. We also offer:

• Competitive Hourly Rate.
• Employer-paid benefits (medical, dental, vision, life...)
• Matching 401K plan
• Virtual Yoga
• Casual, "no dress code" atmosphere and an open, inspiring office space
• Ongoing learning and development opportunities such as manager and employee development classes, mentorship program, and much more. 
• Regular celebrations and employee events
• Highly interactive work with a talented, diverse, passionate team
• UNLIMITED room for growth and results-based pay increases

WHAT YOUR DAY WILL LOOK LIKE

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. 
• Identify and assess customers’ needs to achieve satisfaction. 
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/team sales targets and productivity quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. 
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies. 
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, or chat Cancel or upgrade accounts 
• Assist with placement of orders, refunds, or exchanges. 
• Advise on company information. 
• Take payment information and other pertinent information such as addresses and phone numbers. 
• Place or cancel orders Answer questions about warranties or terms of sale. 
• Act as the company gatekeeper. 
• Attempt to persuade customers to reconsider cancellation Inform customers of deals and promotions.

IDEAL CANDIDATES WILL HAVE

• High School Diploma or GED
• Thorough knowledge of windows-based applications and software programs.
• 2 years’ experience in Customer Service preferred
• Working knowledge of call center systems and/or workflows
• Strong oral communication skills.
• Takes initiative in problem solving.
• Organizes and prioritizes effectively.
• Detail oriented
• Exceptional customer service skills.

EQUAL EMPLOYMENT OPPORTUNITY Golden Customer Care strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Golden Customer Care recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Golden Customer Care may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.