Care Coordinator I Job at One Call

Care Coordinator I

One Call

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

16.50 - 21.50 USD / Hour

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Job Description:

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message email). Handles customer inquiries and resolves simple and basic support issues such as address changes processing orders warranty or billing/payment. For product or service-related issues will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.

Job Responsibility:

Provides customer support to business customers via the telephone and/or Internet
Handles customer inquiries and resolves simple and basic support issues such as address changes processing orders warranty or billing/payment
For product or service-related issues will move customer to appropriate Product Support Specialist
Performs other administrative duties as requested
Provides customer support by phone email or instant messaging to business customers
Serves as primary contact for inbound customers issues
Escalates more technical product-related issues to the proper Product Support department
Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries
Troubleshoots customer problems identifies the root cause of the problem and uses tool and resources appropriately to determine how to resolve customer problems
When unable to resolve the problem in a reasonable amount of time will escalate to the appropriate resource
Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
Updates customer information and ensures accurate entry of contact information
Meets the standards of the job such as quality standards adherence to schedule and average handle time
May provide guidance and/or mentoring to less experienced Customer Service Associates - Business

Requirements:

A high school diploma or GED is required
Associate or Bachelor’s degree is preferable
or the equivalent combination of education training and work experience
Knowledge of the company’s products services and business operations
Excellent customer service skills
Excellent verbal and written communication skills
Computer navigation and operation skills
Demonstrates effective people skills and sensitivities when dealing with others
Ability to work both independently and in a team environment
Ability to work in an environment that aligns with the company's diversity equity inclusion and belonging standards
Ability to work both independently and in a team environment
Demonstrate our core values of Think Big Go Fast Deliver Awe and Win Together

What we offer:

Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home
Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off
Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance
401(k) matching program
and company-paid life insurance and short and long-term disability coverage
Supportive Services: We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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