Customer Care Specilist

Title: Customer Service
Location : Onsite in Decatur Georgia with possbility of remote after start
Target Start Date : 10/22
Type: (C, CTH, D) C
Pay Rate / Salary (Ranges OK) : $15

osition Details

Job Summary

Key Tasks & Responsibilities

Customer Inquiry Intake and Initial Response (30%)

• Receive product recall inquiries through approved phone, email, web or other channels.
• Verify required customer, product and incident information using established scripts, forms and checklists.
• Acknowledge the inquiry promptly, communicate approved information clearly and set expectations for next steps.

Inquiry Review and Protocol-Based Resolution (30%)

• Review submitted information for completeness and eligibility against approved recall criteria.
• Provide approved recall instructions, remedy options and status updates without deviating from established guidance.
• Request missing information and route the case to the correct workflow for timely resolution.

Case Documentation and Follow-Through (25%)

• Create and maintain complete, accurate case records in designated systems.
• Record customer contacts, product details, documents, decisions, actions and outcomes according to recordkeeping requirements.
• Monitor assigned cases and complete follow-up actions within established service levels.

Escalation and Cross-Functional Coordination (10%)

• Recognize and immediately escalate reported injuries, hazards, urgent safety concerns, sensitive complaints, potential legal or regulatory matters, and exceptions to standard protocol.
• Coordinate with Recall, Quality, Legal, Product Support, Warranty and other designated partners while protecting customer information.
• Avoid technical, legal or safety determinations outside approved authority.

Standard Work and Continuous Improvement (5%)

• Complete required product recall, privacy, system and customer service training.
• Follow current standard work and approved communication materials.
• Identify recurring questions, documentation gaps and process issues and share them with leadership for review.

Skills

• Customer-focused communication, including active listening, empathy and clear verbal and written responses.
• Ability to follow scripts, checklists, decision trees and escalation protocols consistently.
• Strong attention to detail and ability to review information for completeness and accuracy.
• Sound judgment to recognize urgent, sensitive or out-of-scope matters and escalate promptly.
• Ability to remain calm and professional when assisting concerned or frustrated customers.
• Basic computer proficiency, including email, Microsoft Office and the ability to learn CRM or case-management systems.
• Organization and time-management skills to manage an assigned queue and complete follow-up actions.

Education and Experience

Physical Requirements

Travel Requirements

Work Location and Schedule

Work location to be determined based on business need. Role requires sustained use of telephone, email and case-management systems and may require schedule flexibility during active recall periods.
Job description is not reflective of all duties. Other duties may be required.