Customer Care Specialist Job Description: Customer Care Specialist
Company: GoKeyless
Location: Miamisburg, OH
Reports To: Director of Customer Experience
Department: Customer Experience
Employment Type: Full-Time
Date Modified: April 2026
About GoKeyless
At GoKeyless, we're revolutionizing access solutions, connecting people with technology to ensure safety, security, and convenience. As a Value Added Reseller (VAR), we bridge multiple brands and products—offering both standalone solutions and integrated systems for multi-family and commercial properties. We're driven by a commitment to a positive and compassionate workplace, rooted in honesty and integrity, with a focus on simplicity in processes, a pioneering spirit, and, above all, customer satisfaction and success. For the Customer Care Specialist, this means delivering frontline support with transparency and care, simplifying client interactions, innovating for efficiency, and aligning efforts with the ultimate goal of enhancing customer experiences and outcomes.
Job Overview
The Customer Care Specialist is a vital frontline team member responsible for providing exceptional support to our multi-family and commercial clients, addressing inquiries, processing orders, and resolving issues via phone, email, and chat. Reporting to the Director of Customer Experience, you'll collaborate with Technical Care Advisors, Sales Engineers, and Service Coordinators to ensure seamless customer interactions and satisfaction. This role is essential to maintaining client trust, supporting sales and service efforts, and upholding our commitment to outstanding customer care. If you're an empathetic, proactive communicator with a passion for helping others, join us to enhance our customer experience.
Key Responsibilities
Handle Customer Inquiries and Support Requests
- Respond promptly to ensure satisfaction—e.g., answering calls about orders and replying to emails on pricing.
- Resolve issues to maintain client trust—e.g., addressing shipping delays and fixing billing errors quickly.
Process Orders and Returns
- Enter orders to facilitate sales—e.g., logging purchases in CRM and confirming details with clients.
- Manage returns to ensure smooth handling—e.g., processing refunds and coordinating item pickups.
Coordinate with Technical and Service Teams
- Escalate issues for technical support—e.g., transferring to advisors for fixes and noting complex queries.
- Sync with service for resolutions—e.g., scheduling repairs with coordinators and updating clients.
Maintain Customer Records and Communication
- Update CRM to track interactions—e.g., logging call details and recording email responses.
- Follow up to ensure resolution—e.g., confirming issue fixes and checking satisfaction post-support.
Ensure Compliance and Quality in Interactions
- Adhere to standards for professionalism—e.g., following scripts for consistency and meeting privacy rules.
- Monitor quality to uphold service—e.g., reviewing chats for accuracy and ensuring polite responses.
Support Customer Satisfaction Initiatives
- Gather feedback to improve support—e.g., collecting survey input and noting recurring concerns.
- Suggest enhancements for care—e.g., proposing FAQ updates and recommending training topics.
Qualifications
Experience:
- 2+ years in customer service or support roles—demonstrated ability to handle inquiries and resolve issues effectively in a fast-paced environment.
- Proven order processing and communication skills—e.g., managing 50+ customer interactions daily with accuracy and empathy.
- Experience in the security access and hardware industry is preferred—familiarity with access solutions that enhances client support.
- Familiarity with NetSuite (ERP/CRM), Shopify, RingCentral, Intercom, and Microsoft Office 365—proficiency expected, with CRM experience a plus for tracking interactions.
Skills:
- AI proficiency—apply AI tools to improve analysis, productivity, and decision-making while upholding data integrity and ethical standards.
- Communication—interact clearly and empathetically with clients via multiple channels.
- Problem-solving—resolve customer issues with practical, timely solutions.
- Organizational skills—manage inquiries, orders, and records with precision and efficiency.
- Collaboration—work seamlessly with technical and service teams for cohesive outcomes.
- Customer focus—prioritize client satisfaction in all interactions and resolutions.
- Multitasking—handle multiple support requests simultaneously with focus and accuracy.
- Attention to detail—ensure accuracy in order processing and customer documentation.
Education:
- Associate's or Bachelor's degree in Business, Communications, or a related field preferred—provides foundational skills in customer service, communication, and operational support; or equivalent experience demonstrating proficiency in frontline customer care and order management.
Attributes:
- Proactive—anticipate customer needs and initiate solutions to enhance satisfaction.
- Empathetic—address client concerns with care and understanding to build trust.
- Resilience—adapt to high-volume inquiries or challenging situations with composure.
- Initiative—seek opportunities to improve support processes and client experiences.
- Team-oriented—collaborate effectively with CX and service teams to support goals.
Why Join GoKeyless?
- Impact—Drive revenue growth and customer satisfaction by securing sales with expertise and care, supporting our market expansion goals.
- Team—Join a company passionate about connecting people with innovative access solutions—where your sales skills fuel our success.
- Benefits—Competitive salary, comprehensive health and 401k plans, recognition programs, and opportunities to grow with us.
Compensation details: 20-24
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