Customer Care Specialist

Customer Care Specialist 3.1 3.1 out of 5 stars Farmington Hills, MI 48335 Thornton & Grooms 54 reviews Not everyone can turn a frustrated customer into a lifelong advocate—but if you know how to step into tough conversations, make things right, and genuinely delight the customer along the way, this job is for you. Customer Care Specialist (HCC Focus)

The Big Task:

Transform dissatisfied customers into raving fans while building value and engagement within our Home Care Club (HCC) membership program.

What You'll Do:

Resolve customer concerns with empathy and professionalism (Level 1 & 2) Deliver timely resolutions, including refunds, concessions, and follow-ups Manage and support Home Care Club memberships (welcome calls, updates, questions) Track, analyze, and report HCC data and trends Identify trends and recommend training or process improvements Serve as an internal advocate for the HCC program Support community initiatives and engagement efforts KPIs for

Success:

Uphold and live our core values daily Resolve 95% of Level 1 customer concerns within 24 hours Keep HCC gift spend within ±5% of budget Complete all daily/weekly/monthly/quarterly HCC reports on time

What We're Looking For:

3+ years of customer service experience preferred Strong communication and problem-solving skills Empathy, resilience, and a passion for helping people If you thrive on solving problems, building relationships, and delivering exceptional service, we want to hear from you.