Customer Care Rep

Job Title: Customer Care Rep

Location: Duluth GA

Duration: 12 months

Start: 02/23/2026
End: 02/26/2027

Duties: Start date is not flexible.
HYBRID schedule (3 in office days 2 days remote)- candidates need to be comfortable with that. NO 100% REMOTE
Shift Mon Fri (closed weekends)
There will be a phone screen
Training: 6 weeks-100% in the office
Follow all company and department policies as documented. Including working a bi-annual shift as assigned from one of the scheduled times below:
8am - 5pm 830am - 530pm 9am - 6pm
The shift bid will be based on performance and attendance during the training.
Please do not submit any candidate that is not able to work assigned shifts.
Performance metrics evaluated
Retention Bonus (USD)250 @ 45 days (successful completion of new hire training) and (USD) 250 @90 days
Office will be moved to Johns Creek GA in summer 2026

As a Customer Representative the individual is responsible for handling a range of complex service interactions that require one to quickly assess clarify and analyze the customers needs. The types of interactions range from handling account inquiries including billing and/or order issues website navigation order entry resolution of complaints while doing so in a manner that reduces customer effort and promotes a positive customer experience. The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customers case until resolution. The channels of service one may be handling include phone email and/or self-service. The individual should be able to work within a structured environment while demonstrating flexibility and initiative to establish and achieve individual professional goals.

Within BIAH Quality Standards handle service interaction regardless of type or channel in a manner that reduces customer effort.
- Anticipate customer needs and meet those needs through upselling cross selling of products and/or services including support and direction on use of online account management tools.
- Execute needed follow-up through various communication channels such as outbound calls and emails in accordance with BIAH Standards.
- Accommodate special customer requests and rectify customer complaints with good judgment and critical decision-making skills while balancing the needs of BIAH.
- Resolve inquiries related to marketing programs product price and order status information within established processes and procedures.
- Acquire and maintain an understanding of processes procedures and the systems used for support.
- Document each interaction information on each interaction so the information can be shared throughout BIAH Communicates day-to-day work status updates within the team.
- Collaborates with a purpose to identify common ground across diverse teams to achieve mutual and independent goals.

Skills: Basic level of job-related knowledge and department goals and strategies
- Demonstrates strong competence in maneuvering BIs customer platform and systems.
- Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
- Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
- Adapts existing processes to current method of task completion and may make recommendations; identify opportunities for improving ones work environment.
- Excellent written and verbal communication skills Strong interpersonal skills with the ability to work in a close team environment. Must be able to work within several software applications including Microsoft call center and custom programs.
- Key Attributes
Initiative & Resilience Ability to take ownership and adapt to challenges.
Prioritization & Organization Strong time management skills and ability to handle multiple tasks effectively.
Problem-Solving & Critical Thinking Skilled in developing solutions and making sound decisions.
Technical Aptitude Comfortable learning and applying new technologies.
Customer Service Orientation Committed to deliver exceptional service and support.
Innovation & Agility Open to change and able to pivot quickly in dynamic environments.
Attention to Detail Ensures accuracy and quality in all tasks.
Self-Starter Proactive in driving results and collaborating across teams.
Research Skills Capable of gathering and analyzing information to support decisions.
- Animal/Veterinary experience is a plus.
- Customer experience focus
- Ability to learn and comprehend abstract complex and technical information.
- Salesforce/SAP is a plus.

Keywords:
Education: Bachelors degree from an accredited institution is preferred.

HS diploma is required