Customer Care I

In this role, you will serve as a subject matter expert across our product lines while delivering a world-class customer experience. Customer Care Specialists troubleshoot and resolve customer concerns to get them back to grilling for friends and family. Each interaction is unique and requires strong communication skills, empathy, and critical thinking to personalize solutions and build trust with customers.

You will support customers who may be experiencing confusion, frustration, or technical challenges, guiding them toward effective solutions. Success in this role requires the ability to listen actively, communicate clearly, and remain calm under pressure while navigating multiple systems and communication channels. Candidates must be comfortable spending extended periods on the phone and communicating professionally through email, chat, and other digital platforms.

Customer Support & Satisfaction

* 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.

Product Knowledge, Customer Education, and Order Processing

* 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.
* Adapt product recommendations and solutions based on each customer's specific needs and circumstances.

Team Collaboration & Communication

* 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.
* Support teammates during high-volume periods and contribute to a collaborative team environment.

Process Improvement, Adaptability & Engagement

* 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.

• 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.

• Ability to stay cool under pressure
• Experience delighting customers on the phone
• Flexibility to work any shift
  
  
  
  • 10 hour shifts available based on needs
  • 8 hour shifts for most team members
  • Some holidays require ensuring customers are taken care of
  • Some Weekends may be required
  
  
  
  
• Regular and Predictable attendance
• Ability to work in a constant state of alertness

Sitting, standing, talking, and hearing regularly.

Use of hands/ability to reach.

Climb, bend, kneel, crouch, or crawl regularly.

Ability to see objects up close or at a distance, use peripheral vision, and identify basic colors.

Able to lift to 10 pounds of weight lifting/force exertion required.