Customer Care Agent

Customer Care Agent Job Description

Job Title: Customer Care Agent
FLSA Status: Exempt/Non-Exempt
Position Type: Full-Time/Part-Time

Company Overview

GSR Group proudly owns and operates Wingstop franchise locations providing outstanding food and exceptional service to our guests. Were expanding our support team to include a Customer Care Agent. This role is essential in ensuring a seamless and positive experience for every guest whether theyre asking about menu items orders or employment opportunities.

We are looking for a motivated customer-focused individual to join our team as a Customer Care this role you will be the first point of contact for our customers assisting with inquiries providing product or service information resolving complaints and ensuring an excellent customer experience. The ideal candidate is empathetic patient and able to handle a variety of situations with professionalism and care.

1. Customer Support

• Respond promptly to customer inquiries via phone email live chat or social media channels.

• Provide accurate information about products services and company policies.

• Assist customers with order status product returns billing issues and technical troubleshooting.

2. Problem Resolution

• Identify and resolve customer complaints or concerns in a timely and professional manner.

• Offer solutions to customer issues ensuring customer satisfaction and loyalty.

• Escalate unresolved issues to appropriate departments or supervisors as needed.

3. Order Processing & Management

• Assist customers in placing orders making changes to existing orders or canceling orders when necessary.

• Process returns exchanges and refunds according to company policy.

• Maintain accurate and up-to-date records of customer interactions orders and transactions in the CRM system.

4. Product Knowledge & Training

• Continuously learn about new products services and features to provide accurate support to customers.

• Provide feedback to the team or management regarding customer concerns recurring issues and opportunities for product or service improvement.

5. Customer Feedback & Surveys

• Encourage customers to participate in satisfaction surveys or provide feedback to improve service quality.

• Analyze customer feedback and suggest improvements for processes or products.

6. Administrative Support

• Keep customer information updated and accurate in the database.

• Handle administrative tasks such as scheduling appointments confirming shipments and assisting with customer records.

7. Team Collaboration

• Work collaboratively with team members and other departments to ensure a seamless customer experience.

• Participate in team meetings and contribute ideas for improving customer care operations.

• Education: High school diploma or equivalent (Associates or Bachelors degree in a relevant field preferred).

• Experience: Previous experience in customer service or a related field is preferred.

• Communication Skills: Excellent verbal and written communication skills; ability to explain complex information clearly and concisely.

• Problem-Solving: Strong ability to address customer issues with a solution-oriented approach.

• Technology Skills: Proficiency with customer service software CRM systems and Microsoft Office Suite.

• Time Management: Ability to manage multiple tasks simultaneously meet deadlines and prioritize effectively.

• Empathy & Patience: Compassionate and patient approach when handling customer concerns with an ability to remain calm under pressure.

• Teamwork: Ability to work well with others and collaborate in a team-oriented environment.

• Familiarity with specific industry products or services (e.g. tech retail finance etc.).

• Experience with live chat or social media customer service platforms.

• Bilingual skills (e.g. English/Spanish) may be a plus.