Customer Care Specialist

Job description

JOB DESCRIPTION

SUMMARY: The Customer Care Specialist is responsible for managing and resolving escalated customer cases across phone, written, and social media channels. This role serves as a higher-level support resource for complex, sensitive, or urgent customer situations that require strong judgment, clear communication, thorough documentation, and effective follow-through. The Specialist takes ownership of escalated interactions from intake through resolution, partnering with internal teams as needed to ensure timely, accurate, and customer-focused outcomes while adhering to company guidelines, service level expectations, and brand standards.

ESSENTIAL DUTIES

The position includes, but is not limited to, the following essential job duties, responsibilities and requirements:

Escalated Case Management

• Manage and resolve escalated customer cases received through phone, written, and social channels, including complex, sensitive, urgent, or high-visibility concerns.

Multi-Channel Customer Support

• Provide professional, accurate, and brand-aligned responses across voice, email, webform, chat, and social media interactions.

Case Ownership and Follow-Through

• Take ownership of escalated cases from intake through resolution, ensuring customers receive timely updates and clear next steps.

SLA Compliance

• Ensure strict adherence to Service Level Agreements (SLAs) for escalated cases, including urgent response expectations and required follow-up timeframes.

Cross-Functional Collaboration

• Partner with Customer Care Agents, Supervisors, Management, Operations, Marketing, Loyalty, and other internal teams to investigate issues, gather information, and support appropriate resolution.

Documentation of Escalated Cases

• Accurately document customer concerns, actions taken, internal handoffs, resolution details, and customer follow-up to maintain complete case history and support future reference.

Reputation and Risk Awareness

• Identify potential reputational risks, repeat concerns, social media visibility, legal threats, media mentions, or executive escalations and route appropriately.

Feedback Loop

• Share relevant customer insights, escalation trends, and process gaps with internal teams to help improve customer experience, products, services, and support processes.

Mandatory Training

• Attend and participate in required training to remain current on products, programs, systems, policies, procedures, and approved customer-facing communication standards.

JOB REQUIREMENTS

• Bachelor's degree in marketing, communications, business, or related field preferred.
• 3+ years' experience in Customer Care, Customer Service, contact center support, social care, or escalations handling.
• Strong written and verbal communication skills across phone, written, and social channels, with excellent grammar, active listening, comprehension, and judgment.
• Experience managing escalated, sensitive, or complex customer interactions while maintaining composure, professionalism, and customer empathy.
• Demonstrated ability to investigate customer concerns, identify root causes, document findings, and coordinate with internal partners to support resolution.
• Ability to communicate clearly and professionally by phone and in writing, including responses that may be customer-facing, leadership-facing, or visible through social channels.
• Proficient in Microsoft Office Applications and customer case management systems.
• Strong listening, comprehension, prioritization, and multi-tasking skills.
• Ability to stay composed, objective, and solution-focused when handling difficult or high-emotion customer situations.
• Conversational, patient, confident, and professional with a positive attitude.
• Must be available to work holidays and assigned weekends.
• Job duties may change with or without notice.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Complete physical activity inventory of the position includes:

• Sit for long periods of time.
• Operate computer keyboard and mouse for data entry.
• View computer monitor
• Hear and speak via telephone.
• Reach forward and/or overhead

Occasionally lift up to 20 pounds WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working conditions inventory of the position includes:

• The noise level in the work environment is usually moderate at a normal range.
• The lighting will include natural light from the outside as well as fluorescent lighting throughout the work areas.
• Work with minimum direction and periodic supervision. #LI-KK1 Circle K is an Equal Opportunity Employer. The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company.

Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process. Click below to review information about our company's use of the federal E-Verify program to check work eligibility: In English In Spanish