About the job Customer Care Specialist
Job title: Customer Care Specialist
Type of employment: Full-time (Remote)
Shift Schedule: 10:00 AM – 7:00 PM EST
The Customer Care Specialist will serve as the primary point of contact for customers, ensuring that all inquiries, service requests, and follow-ups are handled efficiently and professionally. This role focuses on supporting existing customers by coordinating service calls, dispatching technicians, and ensuring that office equipmentsuch as copiers and printersremains in optimal working condition. The ideal candidate is detail-oriented, proactive, and has prior experience providing customer service in the office equipment or technical support industry.
About the Employer:
A U.S.-based office equipment solutions provider specializing in copier and printer sales, leasing, and maintenance. They are dedicated to delivering reliable service, high-quality products, and exceptional customer support to businesses of all sizes.
Company core values:
- Unstoppable — Relentless pursuit to find solutions and improve — Against Status Quo — No Limitations — Resolve is stronger than any obstacle
- Pumped — Can Do Attitude — Contagious and uplifting — Charged — Welcomes the Challenges with Spirited approach
- Trailblazers — Pushes the boundaries of what's possible — Determined — Raising the bar — Transform obstacles into opportunities for growth
- Inspire Others to do Better — Share knowledge generously, empowering others to expand their capabilities — Pushing others to believe in themselves — Consistently setting and achieving ambitious goals
- Crush it at work & home — Consistently deliver top performance at work and equally devoted to family, ensuring both thrive — Thriving and not Dying — Powerhouse!
Objectives of this role:
Maintain high levels of customer satisfaction through timely responses and proactive outreach.
Coordinate technician dispatches and provide customers with real-time updates on service progress.
Ensure all service-related interactions are logged, tracked, and followed up appropriately.
Responsibilities:
Handle inbound and outbound customer calls and emails professionally and promptly.
Schedule and dispatch technicians for on-site service visits.
Provide customers with technician ETA updates and follow up to confirm service resolution.
Conduct follow-up or check-in calls to ensure customer equipment is functioning properly post-service.
Process and manage online orders and coordinate inventory fulfillment (e.g., toner supplies).
Log all activities and maintain accurate service records using Microsoft tools and internal systems.
Work closely with internal team members to ensure communication standards and service timelines are met.
Required skills and qualifications:
Minimum of 2 years of customer service experience, preferably in the office equipment, copier, or printer support industry.
Strong written and verbal English communication skills.
Excellent organizational and follow-through abilities.
Proven ability to de-escalate customer concerns and provide solutions calmly and effectively.
Proficiency in Microsoft Office tools and familiarity with ticketing or service management systems.
Must have industry experience due to limited training time.
Preferred skills and qualifications
Background in technical or product support, particularly for printer/copier products.
Experience in a fast-paced service or logistics environment.
Familiarity with CRM or dispatch management tools.
Strong attention to detail and ability to manage multiple tasks simultaneously.