Customer Care Specialist Location:

Amherst, NY 14228 (On-sight only) Position Summary Customer Care Specialists and Solutions Managers will own customer issues from beginning to end. Rather than simply responding to inquiries, you'll investigate problems, coordinate across internal teams, proactively communicate updates, and ensure every fan receives a complete resolution. Successful candidates are naturally curious, highly organized, empathetic, and excellent written communicators who enjoy solving puzzles and advocating for customers. Responsibilities

• Resolve issues across email, chat and social
• Investigate order, shipping, payment, and account issues
• Coordinate with operations, fulfillment, CFT teams, quality, and other internal stakeholders
• Manage customer cases through full resolution
• Document interactions accurately in Customer Management System
• Identify recurring customer trends
• Escalate issues appropriately while maintaining ownership
• Meet quality, productivity, and customer satisfaction goals Required Qualifications
• 2+ years of customer service, customer success, hospitality, retail, banking, healthcare, insurance, or similar case-based customer support
• Comfortable learning new systems quickly
• Strong critical thinking and investigative abilities
• Excellent organizational skills and attention to detail
• Ability to manage multiple active cases simultaneously
• Exceptional written communication skills
• Equivalent of an Associates (2 year) degree or relevant work experience Preferred Qualifications
• E-commerce customer support
• CRM experience (Zendesk, Salesforce or similar)
• Order management systems
• Digital commerce or retail experience
• Experience handling escalations Success Characteristics The strongest candidates are:
• Naturally curious
• Calm under pressure
• Highly empathetic
• Excellent writers
• Organized
• Resourceful
• Comfortable making decisions
• Persistent until issues are fully resolved

Hours:

Open Sunday-Saturday:

40 hours per week (5 days) Shift 1: 9:00AM

• 6:00PM Shift 2: 12:00PM-9:00

PM Pay:

$17.00

• $19.

00 per hour

Benefits:

Health insurance On-the-job training

Work Location:

In person