Client Care Specialist

Client Care Specialist Role at ClearCaptions, LLC

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, ClearCaptions, LLC invites 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.

About ClearCaptions, LLC

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. 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.

Position Summary

The Client Care Specialist will work in a customer service environment responding to inbound customer assistance and general inquiries related to our caption service. This includes account maintenance and training. This is a Remote/Work from Home position reporting to the CEX Operations Supervisor.

What You Will Do

• Respond to and manage inbound customer inquiries daily via phone and chat.
• Provide feature training related to ClearCaptions products and services to customers.
• Meet weekly/monthly metrics for service level, performance, and customer satisfaction.
• Manage customer contacts within Salesforce CRM and adhere to standard operating procedures.
• Perform general account maintenance such as updating customer records and addressing feature/usage questions.

The Kind of People We Look For

• Versatile individuals who thrive on variety and challenge in a fast-paced environment.
• Innate problem solvers motivated to grow in a flexible, collaborative culture.
• Self-starters who take initiative, push boundaries, and are motivated to innovate.
• Talented individuals with a growth mindset who utilize their learning and relationship-building skills.
• Team players who align with our company core values: Integrity, Accountability, Collaboration, Service, and Quality.

Qualifications

• Experience in verbally explaining complex information concisely to customers.
• High school diploma or equivalent required; college degree preferred.
• Minimum three years of Customer Service experience.
• Basic telephony troubleshooting experience and customer installation support experience.
• Minimum two years of technical support experience in a call center environment or proven technical ability.
• Ability to clearly communicate with a wide variety of customers and identify customer needs over the phone.
• Good interpersonal skills and a team player; logical thinker who can follow standard operating procedures.
• Ability to problem-solve with limited information and maintain a positive attitude.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, able to handle multiple priorities.
• Ability to work collaboratively in a results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Proficient in MS Office and modern communication tools (e.g., MS Teams).
• Familiarity with Salesforce and Salesforce tools.
• Past experience with a communications company in a customer service environment is a plus.

Physical Demands & Work Environment

• Primary functions require effective and clear communication over the phone, including with individuals with hearing loss.
• Must use provided headset for optimal audio quality.
• Ability to regularly stand or sit for prolonged periods and use a tablet, cell phone, keyboard, and monitor requiring close vision.
• Employees may experience prolonged periods of: Sitting, standing, and walking (95-100%); Keyboarding (70-90%); Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%).
• Work Environment: 100% Remote (Work from home).

Compensation

$18.00 - $20.00/hr, determined by competitive market analysis and internal equity. Final compensation based on qualifications, experience, and business needs. Comprehensive benefits program available.

Key Skills/Competency

• Client Care Specialist
• Customer Service
• Relationship Building
• Problem Solving
• Technical Support
• Communication Skills
• Salesforce CRM
• Account Maintenance
• Training
• Remote Work