CUSTOMER CARE REPRESENTATIVE

Columbia Association, headquartered in Howard County, Maryland, is known for engaging our diverse community, cultivating a unique sense of place, and enhancing the quality of life in Columbia, Maryland, all thanks to the efforts of our remarkable team members. If you share in our passion for teamwork and our vision, we want you to fast-forward your career with us at Columbia Association. WHY YOU SHOULD APPLY? CA offers a positive and fun work environment; competitive pay; and a generous benefits package, including health, dental, and vision coverage; 401(k) retirement saving plan with CA contributing 6% of the team member’s salary and more if eligible.

The Customer Care Representative will serve as the primary point of contact for our customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a strong commitment to customer satisfaction. The ideal candidate will be adept at multi-tasking, handling confidential information with integrity, engaging with a diverse customer base, assisting with collections, processing payments and refunds, and utilizing data analytics to enhance service quality.

Essential Functions

• Respond to customer inquiries via phone, email, and chat promptly and professionally, while maintaining a high level of service.
• Identify customer needs, troubleshoot issues, and provide effective solutions or escalate to appropriate departments as needed.
• Gather and document customer feedback to help improve products, services, and processes.
• Handle sensitive customer information with discretion and adhere to confidentiality policies and procedures.
• Process customer payments and handle refund requests in accordance with company policies, ensuring accuracy and timeliness.
• Support the collections process by following up on overdue accounts, negotiating payment arrangements, and ensuring compliance with company policies.
• Manage multiple tasks simultaneously while maintaining attention to detail and accuracy.
• Maintain accurate and detailed records of customer interactions, transactions, and resolutions.
• Stay informed about company products, services, and promotions to provide accurate information and recommendations.
• Ensure follow-up with customers to confirm satisfaction and resolve any ongoing issues.
  
  

Qualifications And Skills

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle stressful situations calmly and professionally.
• Skilled in multi-tasking and managing competing priorities.
• Knowledge of data analytics and performance metrics.
• 6 months minimum of customer facing experience
  
  

Columbia Association is an equal employment opportunity employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to the following legally protected characteristics: race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military/veteran status, or any other characteristic protected by local, state or federal law. EOE/ADA. We encourage applications from candidates who can contribute to the diversity of our organization. Over and above non-discrimination, CA’s mission includes engaging our diverse community and meeting the evolving needs of a dynamic and inclusive community. That’s why we welcome folks of diverse or marginalized backgrounds and abilities to apply to become part of the CA team.