Customer Care Specialist Job at Dansons (Scottsdale)

Customer Care Specialist

Dansons

Location:
United States , Scottsdale

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
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
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
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

Requirements:

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

Additional Information:

Job Posted:
January 01, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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