What are the responsibilities and job description for the Customer Care Specialist position at Leading Edge Connections?
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
- Manage customer cases through full resolution
- Investigate order, shipping, payment, and account issues
- Coordinate with operations, fulfillment, CFT teams, quality, and other internal
stakeholders
- Communicate proactively with customers throughout the resolution process
- Resolve issues across email, chat and social
- 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
- Exceptional written communication skills
- Strong critical thinking and investigative abilities
- Excellent organizational skills and attention to detail
- Ability to manage multiple active cases simultaneously
- Comfortable learning new systems quickly
- 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-9:00PM
Pay: $17.00 - $19.00 per hour
Work Location: In person
Salary : $17 - $19