Customer Care Representative for MTM Health supporting customers through inbound calls. Utilizing empathy and accuracy to manage 60 - 80 calls daily while working on - site at Norton, VA.
About the role
- Customer Support Associate enhancing customer experiences for Birdbuddy's community through effective communication and problem resolution. Collaborating with teams for continuous improvement in customer engagement.
Responsibilities
- Manage customer communication across email, chat, phone and social channels with empathy and brand consistency.
- Support engagement initiatives by collecting and sharing customer insights that inform product and communication improvements.
- Collaborate with internal teams to resolve order, logistics, and product-related inquiries efficiently.
- Maintain and improve FAQs, guides, and other self-service resources to ensure clear and accessible information.
- Align AI-driven tools with up-to-date and accurate customer knowledge base content.
- Assist in community engagement projects that strengthen relationships with our customers.
- Track and report on key engagement and satisfaction metrics to support continuous improvement.
- Identify and recommend process or content updates that enhance the customer experience.
- Contribute to the broader customer engagement strategy through insights, creativity, and proactive communication.
Requirements
- 2+ years of experience in customer support, customer service, or a similar role.
- Proven ability to work independently, handle complex escalations and resolve high-priority customer issues.
- Strong problem-solving skills with the ability to assess and resolve unique customer concerns.
- Familiarity with CRM and support tools such as Zendesk, Intercom, Sprout or similar platforms.
- Experience maintaining or contributing to knowledge bases, FAQs, or self-service resources.
- Excellent written and verbal communication skills to manage customer interactions and content creation effectively.
Benefits
- competitive stock options
- at least 25 days of paid leave
- open-ended contract with a trial period
- Bird Buddy Feeder and Bird Buddy Premium Family subscription
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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