Client Care Specialist (100% Remote)

About this role

Ready to Make an Impact? If you are passionate about helping others, building relationships, and making life better for seniors, we would love to hear from you! Apply today and become part of a team that’s changing lives, one connection at a time.
Client Care Specialist Are you passionate about making a real difference in the lives of others? Do you thrive in a role where building relationships and solving problems with care matter more than rushing through calls? If so, we invite you to join us as a Client Care Specialist, where your work directly impacts the independence and well-being of seniors and their caregivers. This is not your ordinary contact center role, it is about changing lives, one connection at a time.
Who We Are:
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com.
The kind of people we look for:

• Versatile people who thrive on variety and challenge

• Excited about working in a fast-paced environment.

• Innate problem solvers who want to grow in a flexible, collaborative culture.

• Takes initiative, pushes boundaries, motivated to innovate.

• Individuals with a growth mindset who want to use their learning and relationship-building skills.

• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Summary:
The Client Care Specialist serves as the front line of customer engagement, delivering high-quality support across inbound and outbound phone, chat, and email channels. Outbound contacts will also be supported, in some instances, through an automated dialer. The scope of these contacts ranges from new customer or technician installation support, existing customer assistance, and general inquiries related to our caption service. This includes account maintenance and ongoing product training. This role directly supports organizational success by serving as the front line for customer engagement through inbound phone and chat services. By providing timely responses and expert guidance on ClearCaptions products and features, the specialist enhances customer satisfaction and retention. Consistently meeting service level and performance metrics contributes to the company’s operational excellence, while accurate data management in Salesforce ensures effective customer relationship management.
What This Role Does:

• Inbound and outbound phone contacts will be the primary delivery of work as well as Chat and email services. Outbound contacts will also be supported, in some instances, through an automated dialer.

• Responds to ClearCaptions customers to provide feature training related to ClearCaptions products and services.

• Responds to ClearCaptions customers and installers to provide installation support and ensure a welcoming experience for new customers.

• Meets or exceeds weekly and monthly performance metrics related to service level, first call resolution, and customer satisfaction.

• Manages customer interactions within Salesforce Customer Relationship Management (CRM) system, ensuring accurate data entry and adherence to standard operating procedures.

• Responds to customer frustration with empathy and reassurance, aligning solutions to individual needs and concerns.

• Simplifies technical issues by providing calm, solution-focused guidance tailored to each customer’s comfort level and learning style.

• Identifies and resolves recurring customer issues by taking ownership and follow-through, helping to reduce repeat contacts and build customer confidence.

• Collaborates with peers and leadership to improve outreach strategies and customer experience flows.

• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required.

• A minimum of two (2) years of experience in customer service is required.

• A genuine desire to help customers feel supported, heard, and successful by adapting pace and style to meet the customer’s needs.

• Strong listening skills with track record of identifying customer needs, resolving issues and recommending relevant solutions.

• Experience conducting needs-based conversations that connect customers with solutions, helpful tools, or product enhancements.

• Effectively balances empathy with time management to meet both customer and operational goals.

• Proven ability to take ownership of customer issues driving resolution from initial contact through follow-up to ensure a seamless and complete customer experience.

• Demonstrates a growth mindset by adapting to new tools, seeking feedback and continuously learning in a changing environment.

• Maintains professionalism and solutions-focused during high-pressure or emotionally sensitive interactions.

• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment…