Customer Care Agent I

ESSENTIAL JOB FUNCTIONS:

• Be the first point of contact for customersresolving questions, concerns, and requests received via phone, email, chat, and web form with professionalism and empathy.
• Build trust with customers and internal teams by communicating clearly and proactively.
• Serve as a product ambassadorresponding to inquiries from customers about new installation products and solutions.
• Support our marketing and sales teams by ensuring accurate and timely follow-up of inbound leads.
• Use our Customer Relationship Management (CRM) system to document interactions and route customer needs to the appropriate team for resolution.
• Help customers manage billing needs through Billtrust, including taking payments and resending invoices.
• Proactively identify revenue-generating opportunities through conversations and interactions, creating leads in CRM.
• Partner closely with regional teams to resolve customer complaints quickly and thoroughly.
• Capture and share customer feedback and service gaps to continuously improve our customer experience.
• Consistently meet or exceed quality and productivity targets.
• Contribute to team projects and support business initiatives as needed.

EDUCATION and EXPERIENCE:

• 1-year related experience; or an equivalent combination of education and experience
• 1+ year of customer service, sales support, or related experience.
• Bachelors degree preferred, or equivalent combination of education and experience.
• Experience with marketing automation tools is a plus.
• A customer-first mindset and the ability to listen, empathize, and act quickly.
• A collaborative spirityou thrive in a team and communicate clearly.
• A knack for solving problems creatively and critically.
• Strong time management and organizational skills.
• Tech-savvy, with proficiency in Microsoft Office and familiarity with CRM systems (preferred).
• A high degree of integrity, discretion, and professionalism

What makes us special

At TK Elevator, we offer more than just a role, we offer a place to grow, thrive, and make an impact.

Provided they meet all eligibility requirement under the applicable plan documents, employees will be offered

• Medical, dental, and vision coverage
• Flexible spending accounts (FSA)
• Health savings account (HSA)
• Supplemental medical plans
• Company-paid short- and long-term disability insurance
• Company-paid basic life insurance and ADandD
• Optional life and ADandD coverage
• Optional spouse and dependent life insurance
• Identity theft monitoring
• Pet insurance
• Company-paid Employee Assistance Program (EAP)
• Tuition reimbursement
• 401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.

Additional benefits include:

• 15 days of vacation per year
• 11 paid holidays each calendar year (10 fixed, 1 floating)
• Paid sick leave, per company policy
• Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)

Eligibility requirements for these benefits will be controlled by applicable plan documents. This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies.

TK Elevator is an equal opportunity employer and committed to diversity. Qualified applicants will receive consideration for employment without regard to age, gender, race, color, religion, sexual orientation, gender identity, national origin, disability, and veteran status or any other protected status required by applicable law.