Customer Care I
W.C. Bradley Co.
full-time
Posted on:
Location Type: Office
Location: Scottsdale • Arizona • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Deliver professional, high-quality customer support using clear verbal and written communication.
- Actively listen to customer concerns, ask thoughtful questions, and acknowledge issues with empathy and professionalism.
- Investigate, troubleshoot, and resolve customer issues efficiently while balancing empathy with timely resolution.
- De-escalate difficult situations by remaining patient, composed, and solution-focused.
- Respond promptly and accurately to customer inquiries across phone, chat, email, and digital platforms.
- Document customer interactions, resolutions, and next steps accurately in CRM and support systems.
- Develop and maintain in-depth knowledge of WC Bradley grills, accessories, warranties, and related products.
- Explain technical product details in a clear, simple, and customer-friendly manner.
- Educate customers on proper product use, maintenance, and troubleshooting to prevent future issues.
- Use CRM, ticketing, and order management systems to process orders, replacements, and warranty claims accurately.
- Maintain a positive, respectful, and professional attitude with customers and coworkers at all times.
- Collaborate with team members and cross-functional departments to resolve complex or escalated issues.
- Share insights, feedback, and best practices to improve consistency and service quality.
- Provide thoughtful feedback on customer care processes, tools, and workflows to support continuous improvement.
- Adapt quickly to new products, policies, systems, and customer expectations.
- Manage multiple customer interactions while prioritizing tasks and meeting response-time goals.
- Demonstrate resilience and professionalism when handling high volumes of inquiries or challenging customer interactions.
- Remain an engaged, positive contributor to an award-winning customer care team, while still having fun.
Requirements
- High school diploma or equivalent required; post-secondary education preferred.
- 1 – 3 years of experience in a customer service, call center, or customer-facing support role preferred.
- Demonstrated ability to communicate clearly and professionally in both verbal and written formats.
- Strong problem-solving and critical-thinking skills, especially in non-routine situations.
- Proven ability to show empathy, emotional intelligence, and patience when assisting customers.
- Experience using CRM systems, ticketing tools, or similar customer support platforms.
- Strong organizational and time-management skills with attention to detail.
- Ability to multitask, switch between communication channels, and remain adaptable in a fast-paced environment.
- Comfortable working as part of a team and independently while meeting performance expectations.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportproblem-solvingcritical-thinkingtechnical product knowledgeorder managementwarranty claims processingmultitaskingtime-managementattention to detail
Soft skills
clear communicationempathypatienceemotional intelligenceadaptabilityteam collaborationresilienceprofessionalismactive listeningsolution-focused
Certifications
high school diplomapost-secondary education