Job description

Hooked and Company, home of Hooked on Phonics, Hooked on Math, and beloved Dr. Seuss and Disney children's book subscriptions is growing rapidly and looking for a skilled problem solver to join our team as a Customer Care Specialist. We seek an enthusiastic individual who can listen carefully to customer service issues and then offer a unique and innovative solution to each problem.

The successful candidate for this role will be open to ongoing learning, attentive to detail, a great writer, positive and interested in providing quick and accurate assistance to customers. The foundation of our Hooked on Phonics and Math products is a cross-device App so comfort, and a willingness to stay up to date with, mobile and desktop App technology is critical.

This is not a faceless or robotic call center position - we are a small team, working closely together to identify problems and make our processes better every day, which requires a high level of personal responsibility and participation.

Please include a cover letter with your application, including one fun fact about yourself, to give us a glimpse into your written communication style and team fit.

Responsibilities and Attributes

• Answer incoming customer calls, emails, live chats, etc. regarding billing issues, product problems, service questions and general subscriber concerns and questions
• Maintain a high level of professionalism with customers and working to establish a positive rapport with every customer
• Update customer information in the customer service database during and after each call
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Impact the company’s bottom line through stellar problem solving and turning frustrated customers into long term subscribers.
• Use your extensive customer exposure to suggest changes the company could make to improve care levels and make the customer experience better
• High comfort level with App technology
• Strong writing skills and the ability to move between phone, email and chat seamlessly

Qualifications:

• Minimum 3+ years of customer service experience in a call-center environment, answering incoming calls, emails, and live chats required
• Great verbal and written communication skills
• Self-motivated and directed
• Unafraid to ask unrelenting questions of peers and managers (essential for training and development in this remote position)
• Independent and courageous enough to say “yes” or “no” to subscriber requests in real-time with minimal escalation
• Bachelor’s degree preferred

Hours and Pay

Everyone in this tight-knit group works as a team, supporting our business objectives in good balance with health and well-being. This is a give and take approach which we believe is a key component of our success and what helps us build strong and friendly professional relationships.

• Reports to Director of Customer Care
• 3-4 weeks Training: Full time, paid hands-on training and mentoring
• After training: full-time 40 hours/week; approximately 9AM - 5:30PM ET, Monday through Friday; minimal rotating weekend hours as business need requires
• NOTE: We love working families and children, they're our bread and butter! Therefore, we find it essential that if you have children, they have full time care and are not under your care while working remotely. This gives children the attention they need and deserve, and allows this job the attention it requires.

Benefits:

• Health insurance
• Dental insurance
• 2 weeks paid vacation (to start)
• 10 paid national holidays
• Sick time
• 401K with employer contribution

Check out real quotes from current Customer Care Specialists on our team:

"There are a few things that keep me around but I can't say enough how fantastic it is to have such a supportive and positive team to work with, everybody is super helpful and I feel lucky luck everyday to be here. "Call centers" have a bad rap because they can be pretty terrible and I don't know if I would ever be willing to do it at another place, this is truly a unique experience."

We look forward to hearing from candidates who will become enthusiastic members of our dedicated, collaborative internal customer care team.

Job Type: Full-time

Pay: Up to $41,600.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Remote

Education:

• Bachelor's (Preferred)

Experience:

• Call Center based Customer Service: 3 years (Required)
• Live chat in a Call Center environment: 2 years (Required)

Work Location: Remote

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