Customer Care Specialist

Website Hero

Trusted Since 1914

Customer Care Specialist Job Details Near Minneapolis, Minnesota 

Job Summary:  

At Hero, our Customer Care Specialist’s primary goal is to receive and handle all incoming customer concerns and membership cancellations from all departments. They will handle all issues as the primary contact through to the resolution unless the situation escalates above their knowledge and ability to handle without assistance from the department heads. In addition to this, the Customer Care Specialist will perform “Happy Calls” to allow customers an opportunity to provide positive feedback as well as prevent future concerns by providing immediate resolution. This allows all other functions of the company to continue working toward future goals without being held back by work done in the past.

To perform this job successfully, the individual must be able to be competent in or excel in all areas outlined for this position, meeting or surpassing set goals and expectations.


  • Shifts vary from 7am – 6PM, based on business needs
  • May be required to be present on some pre-determined holidays
  • This is a full-time position

Essential Job Duties: 

  • Works independently to handle all customer concerns from start to finish with the allowances/knowledge given
  • Answer incoming customer concern calls, emails, and other requests projecting a professional and memorable image
    to the customer and team members
  • First line of contact for customer concerns, working to resolve them efficiently and effectively
  • Answering team member’s questions, guiding them through difficult calls or issues, diffusing angry customers, or
    handling issues that cannot be fielded by the call center team
  • Perform maintenance to membership plans such as extensions or cancellations etc
  • Tracking and usage of data collected through concerns and “Happy Calls” to provide feedback to management
  • Other duties as assigned by management

Knowledge, Skills and Abilities: 

  • Demonstrates Hero’s core values at a high level (T.R.U.E)
  • Ability to perform all Call Center duties and functions and can identify process opportunities to drive improvements
  • Able to communicate professionally, clearly and concisely with other team members, management, and customers
    through excellent oral and written communication skills
  • Strong interpersonal skills and ability to build positive working relationships
  • Ability to determine and shift priorities quickly
  • Demonstrates outstanding problem solving and quick decision-making skills with a professional demeanor and sense
    of urgency
  • Ability to deescalate intense emotional responses from our customers and come to reasonable accommodations to
    meet their needs
  • Working knowledge of Microsoft Teams, Excel, Word and PowerPoint

Specific Goals to Achieve / Maintain:

  • Contact customer concerns within 1 business day
  • Perform “Happy Calls” to all customers within 24 hours of service

Pay & Incentives: 

  • 40 hours per week at the rate as negotiated upon hire
  • Pay increases are given based upon performance, not based on time employed with company


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