Position Summary
The Customer Care Specialist plays a critical role in delivering an exceptional customer experience throughout the home improvement journey. This role is responsible for proactive communication with customers, ensuring they are informed at every stage of their project, setting clear expectations, and serving as a reliable point of contact from post-sale through installation. The ideal candidate is an excellent communicator, highly organized, and skilled at de-escalation and problem-solving.
Key Responsibilities
- Serve as the primary point of contact for customers regarding their home improvement projects
- Proactively communicate project status updates, timelines, and next steps to customers via phone, email, and other written communication
- Set clear and realistic expectations regarding the overall process, manufacturing timelines, delivery, and installation
- Coordinate with manufacturers and vendors to obtain accurate production and delivery ETAs
- Relay updated timelines and changes clearly and promptly to customers
- De-escalate concerns or issues with empathy, professionalism, and solution-focused communication
- Document all customer interactions, updates, and issues accurately in internal systems
- Manage multiple customer projects simultaneously while maintaining accuracy and attention to detail
- Collaborate with internal teams (sales, operations, installation, and management) to ensure a seamless customer experience
- Identify potential issues early and work proactively to prevent customer dissatisfaction
- Collecting final payments or scheduling final measures after hours as needed
Required Skills & Qualifications
- Strong verbal and written communication skills
- Proven ability to de-escalate difficult situations and manage customer concerns professionally
- Excellent organizational and time-management skills with the ability to multitask effectively
- High attention to detail and follow-through
- Comfortable working in a fast-paced environment with shifting priorities
- Ability to communicate complex processes in a clear, customer-friendly manner
- Strong problem-solving skills and a customer-first mindset
- Proficiency with CRM systems, email, and standard office software
Preferred Qualifications
- Previous experience in customer success, customer service, or project coordination
- Experience in home improvement, construction, manufacturing, or installation-based industries
- Familiarity with managing timelines, ETAs, and vendor communication
Job Type: Full-Time
Pay: $21.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
