Customer Care Generalist

About The Role

We're looking for an enthusiastic problem solver who is customer-friendly and detail-oriented. As a Customer Care Generalist, you will primarily manage customer interactions within Intercom, provide technical assistance, answer payment questions, obtain job updates, and respond to other general account questions. For any escalated client or process server concerns, you will work within the department or other groups at Proof to triage and escalate those concerns to the appropriate team. We are the 'front door' of Proof, overlooking many first-time experiences of new clients, long-time customers, or potential prospects contacting Proof. You may support law firm clients, individuals representing themselves in legal matters, process servers, and/or internal teammates by providing solutions via phone, email, and other communication channels. You'll be a key team member working directly for the Customer Care Lead, with an excellent opportunity for professional growth and independence. We seek someone eager to learn, who understands the importance of customer satisfaction, and is willing to dive in and work as a part of a team.

Key Responsibilities

• Customer Interaction: Respond to customer and process server inquiries via phone, email, and chat, providing clear and helpful information.
• Issue Resolution: Address and resolve Level 1 issues, ensuring a quick and satisfactory resolution for the customer.
• Problem-Solving: Use provided resources and tools to solve common customer problems.
• Documentation: Maintain accurate records of customer interactions and issues in the customer support system.
• Collaboration: Work closely with the Customer Care Specialists and other team members to escalate complex issues when necessary. Work with different internal team members to update clients or process servers when appropriate.
• Customer Satisfaction: Ensure customer satisfaction goals are met or exceeded by providing friendly and efficient service.
• Feedback: Provide feedback to the Customer Care Lead on recurring issues and suggest improvements to enhance the customer experience.
  
  

Qualifications

• Experience: Previous experience in customer service or a related field.
• Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and effectively.
• Customer Focus: Passion for helping customers and providing a high level of service. Ability to handle interactions with patience and empathy.
• Problem-Solving Skills: Basic problem-solving skills with the ability to follow provided guidelines and resources to resolve issues.
• Team Player: Ability to work collaboratively with other team members.
• Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Detail-Oriented: Strong attention to detail and organizational skills.
• Motivated: Self-motivated and eager to learn and grow in a fast-paced environment.
  
  

Benefits

• Full-time, hourly position.
• Medical, dental, vision, disability insurance, and 401k available
• Onsite in Downtown Detroit
• Phone and Internet monthly stipend
• Flexible time off and paid holidays
• Equipment provided
  
  

Compensation

$21.00 - $23.00 range based on experience

Eligible to participate in company bonus plan

E-Verify

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.