Customer Care Specialist

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

A Customer Care Specialist plays a vital role in ensuring customer satisfaction by serving as the primary point of contact for clients. This role involves addressing inquiries, resolving complaints, and providing information about products and services. Customer Care Specialists are adept at handling multiple communication channels, including phone, email, and live chat, to deliver timely and effective support. Their responsibilities also encompass documenting customer interactions, assisting with troubleshooting, and escalating issues to higher levels when necessary. This position demands excellent communication, problem-solving, and multitasking skills to foster positive customer relationships.

- High school diploma or equivalent; bachelor’s degree preferred
- Proven customer service experience or relevant role
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Problem-solving skills and ability to think critically
- Strong attention to detail and organizational skills
- Proficiency in Microsoft Office Suite or related software
- Ability to work independently and as part of a team
- Empathy and patience in dealing with difficult customers
- Ability to maintain composure under pressure
- Availability to work flexible shifts, including evenings and weekends
- Understanding of basic accounting principles for processing transactions
- Experience in data entry and record-keeping
- Ability to handle sensitive information with discretion
- Strong conflict resolution skills
- Adaptability to learn new software and technologies

- Respond to customer inquiries via phone, email, and live chat.
- Handle complaints and provide appropriate solutions.
- Document and update customer records based on interactions.
- Process orders, forms, applications, and requests.
- Follow up with customers to ensure issue resolution.
- Assist with onboarding new customers.
- Collaborate with other departments to resolve issues.
- Maintain customer accounts and update details.
- Identify and escalate priority issues.
- Provide feedback on customer service efficiency.
- Oversee fulfillment of customer orders and ensure timely delivery.
- Keep accurate records of customer interactions and transactions.
- Develop and maintain knowledge of products or services.
- Help draft customer service policies and procedures.
- Participate in ongoing training sessions.
- Analyze customer feedback and suggest improvements.
- Manage returns, exchanges, and refunds.
- Assist in maintaining an organized workspace.

The ideal candidate for the Customer Care Specialist role should have a strong foundation in customer service, evidenced by proven experience in similar roles with a high school diploma at minimum, though a bachelor’s degree is preferred. This individual must exhibit exceptional phone contact handling skills, active listening, and effective communication abilities, facilitating positive interactions with customers via multiple channels. Mastery of CRM systems and the Microsoft Office Suite is crucial, along with strong attention to detail and organizational expertise. The perfect candidate is an empathetic and patient problem-solver who can maintain composure under pressure while demonstrating resilience and adaptability to changing environments or new technologies. They should have the ability to prioritize and manage time efficiently, multitasking with ease while keeping detailed records and confidential information secure. Team collaboration is key, so they must work well both independently and within a group, displaying a proactive mindset toward conflict resolution and customer satisfaction. Their professionalism, critical thinking, and swift decision-making capabilities, combined with an in-depth knowledge of the company's products or services and basic accounting principles for handling transactions, will ensure high-quality support and enhance the overall customer experience. Availability to work flexible shifts, including evenings and weekends, is also essential, as is the commitment to continuous learning and process improvement through active participation in training sessions and feedback loops.

- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Handle complaints and provide appropriate solutions to ensure customer satisfaction.
- Document and update customer records based on interactions.
- Process orders, forms, applications, and requests.
- Follow up with customers to ensure their issues are resolved.
- Assist with onboarding new customers by providing product or service information and demonstrations.
- Collaborate with other departments to resolve complex customer issues.
- Maintain customer accounts by recording account information and updating details as necessary.
- Identify and escalate priority issues to the appropriate team members.
- Provide feedback on the efficiency of the customer service process.
- Oversee the fulfillment of customer orders and ensure timely delivery.
- Keep accurate records of customer interactions and transactions.
- Develop and maintain a thorough knowledge of the company's products or services.
- Help draft customer service policies and procedures.
- Participate in ongoing training sessions to enhance product knowledge and improve service skills.
- Analyze customer feedback and suggest improvements to reduce recurring issues.
- Manage returns, exchanges, and refunds following company policies.
- Assist in maintaining a neat and organized workspace.

- Strong interpersonal skills
- Empathetic and patient demeanor
- High level of professionalism
- Effective communication abilities
- Active listening skills
- Strong attention to detail
- Proactive problem solver
- Critical thinker
- Multitasking capabilities
- Team player mentality
- High organizational skills
- Adaptability to change
- Tech-savvy and quick learner
- Resilience under pressure
- Self-motivated
- Customer-focused mindset
- Ability to handle sensitive information discreetly
- Swift decision-making abilities
- Conflict resolution skills

- Competitive salary range: $40,000 - $50,000 annually
- Comprehensive health insurance (medical, dental, vision)
- Paid time off (PTO) including vacation days, sick leave, and holidays
- Flexible work schedule with options for remote work
- 401(k) retirement plan with company match
- Professional development and career advancement opportunities
- Tuition reimbursement for relevant courses
- Employee discounts on company products or services
- Wellness programs, including gym membership discounts
- Life and disability insurance
- Employee Assistance Program (EAP) for mental and emotional support
- Casual dress code
- Parental leave and family support services
- Commuter benefits and transportation reimbursement
- Regular team-building activities and social events
- Recognition and rewards programs