Position Title: Customer Care Rep
Work Location: Duluth, GA 30096
Assignment Duration: 12 Months
Work Schedule: Mon – Fri (closed weekends); assigned shifts: 8am-5pm, 8:30am-5:30pm, or 9am-6pm
Work Arrangement: Hybrid (3 days onsite, 2 remote); 6 weeks training 100% onsite
 
Note:

• Follow all company and department policies as documented. Including working a bi-annual shift as assigned from one of the scheduled times below:
• The shift bid will be based on performance and attendance during the training.
• Performance metrics evaluated 
• Retention Bonus (USD)250 @ 45 days (successful completion of new hire training) and (USD) 250 @90 days
• Office will be moved to Johns Creek, GA in summer 2026

 
Position Summary: As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs. The types of interactions range from handling account inquiries including billing and/or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience.
 
Key Responsibilities:

• Within The Organization's Quality Standards, handle service interaction, regardless of type or channel, in a manner that reduces customer effort.
• Anticipate customer needs and meet those needs through upselling, cross selling of products, and/or services, including support and direction on use of online account management tools.
• Execute needed follow-up through various communication channels such as outbound calls and emails in accordance with The Organization's Standards.
• Accommodate special customer requests and rectify customer complaints with good judgment and critical decision-making skills while balancing the needs of The Organization.
• Resolve inquiries related to marketing programs, product, price, and order status information within established processes and procedures.
• Acquire and maintain an understanding of processes, procedures, and the systems used for support.
• Document each interaction information on each interaction, so the information can be shared throughout The Organization Communicates day-to-day work status updates within the team.
• Collaborates with a purpose to identify common ground across diverse teams to achieve mutual and independent goals.

 
Qualification & Experience:

• Basic level of job-related knowledge and department goals and strategies
• Demonstrates strong competence in maneuvering The Organization's customer platform and systems.
• Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
• Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
• Adapts existing processes to current method of task completion and may make recommendations; identify opportunities for improving one's work environment.
• Excellent written and verbal communication skills Strong interpersonal skills with the ability to work in a close team environment. Must be able to work within several software applications including Microsoft, call center, and custom programs.
• Key Attributes

• Initiative & Resilience – Ability to take ownership and adapt to challenges.
• Prioritization & Organization – Strong time management skills and ability to handle multiple tasks effectively.
• Problem-Solving & Critical Thinking – Skilled in developing solutions and making sound decisions.
• Technical Aptitude – Comfortable learning and applying new technologies.
• Customer Service Orientation – Committed to deliver exceptional service and support.
• Innovation & Agility – Open to change and able to pivot quickly in dynamic environments.
• Attention to Detail – Ensures accuracy and quality in all tasks.
• Self-Starter – Proactive in driving results and collaborating across teams.
• Research Skills – Capable of gathering and analyzing information to support decisions.

• Animal/Veterinary experience is a plus.
• Customer experience focus
• Ability to learn and comprehend abstract, complex, and technical information.
• Salesforce/SAP is a plus.

 
Education:

• Bachelor's degree from an accredited institution is preferred.
• HS diploma is required

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.00/hr.