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Not everyone can turn a frustrated customer into a lifelong advocate-but if you know how to step into tough conversations, make things right, and genuinely delight the customer along the way, this job is for you.
Customer Care Specialist (HCC Focus)
The Big Task:
Transform dissatisfied customers into raving fans while building value and engagement within our Home Care Club (HCC) membership program.
What You'll Do:
Resolve customer concerns with empathy and professionalism (Level 1 & 2)
Deliver timely resolutions, including refunds, concessions, and follow-ups
Manage and support Home Care Club memberships (welcome calls, updates, questions)
Track, analyze, and report HCC data and trends
Identify trends and recommend training or process improvements
Serve as an internal advocate for the HCC program
Support community initiatives and engagement efforts
KPIs for Success:
Uphold and live our core values daily
Resolve 95% of Level 1 customer concerns within 24 hours
Keep HCC gift spend within ±5% of budget
Complete all daily/weekly/monthly/quarterly HCC reports on time
What We're Looking For:
3+ years of customer service experience preferred
Strong communication and problem-solving skills
Empathy, resilience, and a passion for helping people
If you thrive on solving problems, building relationships, and delivering exceptional service, we want to hear from you.