Job Summary:The Customer Care Specialist II handles service and sales interactions through calls, chats, and email. Participates in feedback and suggests improvements for current practices.

Responsibilities:75% Actively participates in the handling of consumer sales and service calls, chats, and emails. 

10% Escalates issues to senior-level team members. Offers assistance to team members.

5% Provides feedback through appropriate channels for customer feedback as well as recommendations for department, process, and policy improvements.

5% Proactively participates in career development and training to further knowledge and skills including learning practices and policies.

5% Performs other duties as assigned.

Additional Requirements:• High School Diploma or equivalent experience. Some positions may require 2+ years of technical training.• Typically requires 2-5 years of related experience.• Work Schedule: Standard Hours Career Band: SupportJobs on this career band require knowledge of processes and procedures essential to complete administrative work. Typically uses administrative, data organizing, customer service and coordination skills to complete work. Jobs often have acquired knowledge about processes or tasks either through specialized education or training and regularly provide process guidance to others (internally or externally). May require vocational, specialized and/or on-the-job training. No formal supervisory responsibility though may provide mentoring and coaching and scheduling for less experienced staff.

Criteria & Management Requirements:• Problem Solving: Works under general supervision with instructions provided for new work. Recognizes and solves typical problems that can occur in their own work area by evaluating and selecting solutions from established operating procedures and/or analytical methods. Tasks are routine and performed under established guidelines. Resolves most questions and problems, and refers complex issues to senior personnel.• Knowledge: Established knowledge of job skills and procedures needed to perform own job.• Business Acumen: • Scope: Applies support or technical skills to complete routine tasks.• Communication & Influence: Communicates moderately complex process information; ensures underlying details are clarified.• Impact: Impact is limited to quality and efficiency of own job.• Leadership: No supervisory responsibilities. May assist with training new employees.

Work Environment: Typical Office

Other Work Environment Requirements: Typical Office: Operates in a typical office environment, routinely uses computer and other standard office equipment.

Other Physical Requirements: Typical Office: Generally sedentary for prolonged periods, may occasionally require ability to move about or adjust/move items weighing up to 10 lbs. in all directions; Constantly requires collaboration and the ability to communicate with others to exchange information while in a typical office setting. Collaboration is generally conducted in person unless the role has been pre-approved for remote work.