**POSITION SUMMARY:** The Customer Care Specialist is a customer experience subject matter expert, and with general direction and supervisor oversight, as well as in-depth knowledge of Company services and processes, is responsible for processing and resolving escalated customer requests that are complex in nature in a timely, accurate, and customer-focused manner.

**PRINCIPLE RESPONSIBILITIES:**

+ Support and oversight from the Customer Care Supervisor, provides resolution of complex escalated customer service concerns.
+ Responding in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution that meets the customer’s needs and expectations.
+ Monitors, reviews, and returns internal/external calls and emails, ensuring that customers’ concerns are understood, and the resolution is clearly identified.
+ Creatively collaborates with Business Unit (BU) and Customer Resource Center (CRC) personnel to gain insi...