What are the responsibilities and job description for the Multi-Channel Customer Care Representative position at Top Provider?
Company Description
Top Provider transforms how businesses find essential solutions by using a proprietary matching system to connect companies with pre-vetted providers that meet their specific needs. Our platform focuses on understanding each business's unique requirements - such as company size, industry, location, and challenges - to offer the best matches. We maintain a network of verified providers across multiple industries and specialties, supported by our professional advisors who offer insights and guidance. Our process is transparent, time-efficient, and always free for businesses seeking solutions.
Role Description
As a Multi-Channel Customer Care Representative, you will deliver professional, “white-glove” customer service and sales support to prospective buyers using a consultative approach that reflects Top Provider’s culture and values.
In this role, you’ll handle customer inquiries and resolve questions through inbound and outbound calls, emails, and chat, while providing product support, addressing concerns, and ensuring each interaction leaves a positive impression. You’ll also contribute to keeping our processes strong by updating reports, testing new surveys, and supporting continuous improvement initiatives.
Key Responsibilities:
- Be a brand ambassador: Deliver best-in-class service with professionalism, warmth, and strong communication—both written and verbal.
- Personalize every interaction: Adapt your communication style to each customer’s needs and build trust through genuine one-on-one conversations.
- Proactively support sales: Listen actively to identify upsell opportunities, handle opt-outs diplomatically, and encourage repeat and new business.
- Keep accurate records: Maintain and update customer and lead data with precision and uphold high ethical standards.
- Meet and exceed goals: Consistently achieve team and client performance metrics in a fast-paced, collaborative environment. Provide backup support to other teams as needed.
- Stay informed: Take initiative to learn and stay up-to-date on product knowledge.
- Identify and share feedback: Report training needs or system issues to your supervisor promptly.
- Support new initiatives: Assist with testing new surveys, processes, or other tasks as assigned.
- Be reliable: Maintain excellent attendance and punctuality and adhere to your agreed work schedule.
Qualifications:
• Education: High School Diploma or equivalent required.
• Customer-first mindset: Naturally make interactions easy, positive, and enjoyable so customers feel valued.
• Positive attitude: Show confidence, enthusiasm, and a drive to succeed and exceed expectations.
• Exceptional communicator: Strong interpersonal, written, and verbal communication skills. Ability to craft messages that are heartfelt yet clear.
• Problem-solver: Solid analytical and decision-making skills with a consultative approach. Take ownership, escalate when needed, and follow through until resolution.
• Flexible & coachable: Adapt well to change and feedback in a fast-evolving environment.
• Dependable: Proven reliability and a strong work ethic.
Location Requirements:
Work Location: In-person, Naples, FL (Required)
Benefits:
• 401(k) with company matching
• Health, dental, and vision insurance
• Paid time off
• Paid holidays off
• Supportive, collaborative workplace
Why Join Top Provider?
At Top Provider, you’re not just filling a seat — you’re joining a close-knit, supportive team where your voice is heard and your contributions matter.
Our culture is one of collaboration, respect, and genuine care — for our customers and each other. We believe that people do their best work when they feel valued and trusted, so we foster an environment where new ideas are encouraged and every win is celebrated together.
Work-life balance is a priority here. We know that when you’re supported both at work and at home, you show up as your best self. We work hard, but we also make sure to unplug, recharge, and enjoy life outside the office.
Growth and teamwork go hand in hand. You’ll work alongside passionate, driven teammates who have your back, share knowledge freely, and cheer you on as you learn and grow with us.
Come be part of an energetic, people-first startup that’s helping businesses thrive — and having fun while doing it.