Jr. Customer Care Rep

SUMMARY As the Junior Customer Care Rep, you will serve as the first point of contact for inbound inquiries, focusing on qualifying leads, gathering complete project requirements, and preparing opportunities for a clean handoff to Sales.

ESSENTIAL DUTIES & RESPONSIBILITIES

Pre-Sales Qualification & Intake (100% of the job) Responds to all inbound calls, emails, chats, and web inquiries promptly, professionally, and with accurate information for a strong customer experience. Conducts structured pre-sale qualification conversations to understand project scope, application, materials, and timeline to turn customer inquiries into sales. Reviews specifications and established qualification criteria to determine product fit and readiness. Documents all intake details in the CRM to ensure complete and accurate customer information. Prepares and routes qualified opportunities to Sales with a complete and summarized handoff. Sets clear expectations with customers regarding next steps and timelines, to ensure a smooth customer experience. Recommends and executes improvements to enhance the customer intake processes. Assists with other customer care and inside sales tasks as directed to support department objectives. The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

POSITION REQUIREMENTS

Education:

Associate's Degree in Customer Service, Business, or a related field preferred; or a combination of education and experience.

Experience:

2+ years in a Customer‑Facing or Customer-Intake role.

Certification :

N/A Technology Aptitude/Skills :

Proficient in CRM software and tools & Microsoft Office Products.

Language Skills:

Strong written and verbal communication skills.

Functional Skills:

Demonstrates expertise in coordinating customer-intake and pre-sale customer interactions with excellent and caring communication skills to address inquiries, provide solutions, and document all interactions accurately and independently; Demonstrates a strong sense of organization and urgency to get things done quickly and efficiently for the customer; Possesses the ability to recommend and execute improvements to the customer experience; Ability to work effectively under pressure. Strong analytical and mathematical skills are important.

Leadership/Behaviors:

Customer-oriented and proactive in building strong, lasting relationships with customers, collaborating effectively with internal teams to ensure a cohesive customer experience; Adaptable and resilient under pressure, maintaining professionalism while handling varied customers and personalities; Self-motivated with a focus on continuous improvement, applying customer feedback to enhance service processes and foster positive outcomes. Supportive with the team to enhance the customer experience.

Culture Match Behaviors :

Thrives in a fast-paced office environment, with a strong drive to optimize processes and make impactful improvements while being a collaborative, respectful team player focused on continuous learning and problem-solving. Energetic, with a sense of urgency to meet operational needs.

PHYSICAL DEMANDS & WORKING CONDITIONS

Ability to listen to customers, reason, analyze, problem-solve, and respond frequently Ability to operate keyboard and view computer screen frequently Ability to read and respond due to nature of the work on a frequent basis Ability to read, write and speak English fluently Ability to sit at desk frequently Ability to perform typing on a frequent level Ability to sit, stand, walk, bend, reach, stoop, kneel, squat, twist, push, pull, and carry items frequently Ability to talk and communicate with others via phone, in-person, and/or computer frequently Ability to use hands and fingers and to reach for and handle objects to perform tasks frequently Ability to write ideas/information in a logical flow frequently Ability to read small print, comprehend, and respond due to nature of the work on a frequent basis Ability to sit and operate a motor vehicle occasionally Work requires sufficient auditory and visual acuity to interact with others Work required color vision to evaluate product accuracy Work requires the ability to lift up to 15 pounds occasionally

EQUIPMENT & SOFTWARE USED

This role routinely uses standard office equipment such as computers (desktop and laptop), multiple displays, printers, wireless headsets, phones, electronic devices, photocopiers, filing systems/cabinets, and fax machines.

ENVIRONMENTAL CONDITIONS & TRAVEL

The employee is primarily exposed to a normal office environment and an operations facility, with varying levels of noise.

Travel:

Limited - less than 5%