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Jobs at CashStar

Customer Care Specialist

Location: Portland, ME

Type: Full Time

Min. Experience: Entry Level

About CashStar

CashStar created the digital gifting category in 2008, leading the transformation of the world’s most popular gift from a simple piece of plastic into a versatile mobile and social currency for retailers and consumers. Digital gifting is growing at a rapid pace which creates outstanding opportunities, exciting challenges, and the potential for big rewards for those working in the industry. More than 300 brands across all retail categories use the company’s flexible SaaS platform to drive acquisition, lift, and loyalty through engaging, personalized digital gifting experiences and promotions.

Leading companies rely on CashStar to power the most innovative and advanced prepaid and digital gifting programs, including Best Buy, Brookstone, Coach, Crate & Barrel, Dell, Dunkin’ Donuts, Gap, lululemon athletica, Office Depot, Petco, Pottery Barn, QVC, Sephora, Staples, Starbucks, The Cheesecake Factory, The Home Depot, and Williams-Sonoma. In addition, CashStar powers the distribution of digital gift cards into leading loyalty programs and incentive platforms. CashStar continues to experience incredible growth as evidenced by being ranked the #6 software company on the 2013 Inc 500 list of fastest-growing private companies and being named to the Forbes 2014 list of America’s Most Promising Private Companies.

Job Description

The Customer Care Specialist is responsible for inbound and outbound phone calls, email tickets and chat; aiming for one touch resolution with each customer encounter. This role requires the ability to be on the phone for extended periods, typing 25+ words per minute, a strong sense of urgency and demonstrated talent in providing positive customer care in a fast-paced, multi-tasking environment.

Key Responsibilities

  • Aim to resolve customer needs with one touch resolution
  • Process a high volume of eGift Card modifications via email, telephone and Live chat accurately and efficiently
  • Funnel complaints, customer support escalations and client escalations  requiring additional resources or managerial review  through the proper channels
  • Monitor voicemail queue and return calls within 2 hours
  • Manage additional support projects as assigned by Customer Care Manager or Director of Customer Care and Risk Operations.

Skills and Experience

  • Excellent customer service skills, with an emphasis on verbal and written communication
  • Terrific and competent phone personality
  • Critical thinking skills, with the ability to remain sharp and alert in a loud, high-volume environment
  • Ability to learn deep & thorough product knowledge and apply knowledge to customer concerns and technical applications
  • Strong technical skills in various applications, proprietary and off-the-shelf
  • The ability to affect a positive caller experience that will retain or regain customer confidence in the brand.
  • Strong knowledge of the Internet with the ability to conduct research using Google and Bing
  • Attention to detail in a fast-paced environment with the ability to multitask
  • Solid decision making skills
  • A willingness to display "How can I help you" behavior, consistently
  • Ability to conduct own work flow efficiently to resolve customer issues
  • Previous experience in customer care, preferably call center and non-durable goods
  • Ability to type 25+ wpm
  • Work well independently and within a team
  • High-school diploma or GED

This is a full time position located in our Portland, Maine office. Scheduling flexibility is required (after hours, weekends, holidays). 

 

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