Customer Care Specialist

MISSION

Missions are accomplished with people, driving towards a greater purpose. Foley has been a trusted partner to motor carriers of all sizes. Our technologically advanced approach to DOT compliance automates many of the background screening and compliance requirements motor carriers must comply with- making it easier for them to onboard and retain the right driver for their business. At Foley we just don’t help our customers stay compliant – we help them thrive.

A positive attitude is everything. At Foley, we’ve created a culture that rewards kindness, enthusiasm, and a can-do attitude. Whether we’re working together internally or helping a customer solve a problem, we approach every challenge with a sense of humor, optimism, and the determination to succeed.

This position must report into the Hartford, CT office.

GROWTH CUSTOMER CARE SPECIALIST

Foley provides six-star customer service to our customers. We are looking for a Customer Care Specialist to provide support to our mid-tier customers via phone, email, etc. The Customer Care Specialist will be a highly customer-centric individual with excellent relationship management skills who enjoys working through challenges.

WHO YOU WILL WORK WITH

As a Customer Care Specialist, you will touch other operation teams, sales, and engineering as you monitor customer communications, evaluating quality of handling. The Customer Care Specialist will be assigned projects in addition to their daily workflow.

Because our departments work so closely together, we are always looking to improve our current process. We welcome ideas to work collaboratively with roles and departments. We cannot wait to hear your new ideas!

WHAT YOU WILL DO

In your first 90 days, you’ll

• Learn how Foley’s products and services work and how Foley can have a positive impact on our customers business.
• Understand your responsibilities and the tools that are used to provide top notch solutions for Foley’s customers.
• Learn other functions/teams at Foley and how they impact our customers.

Within your first 6 months, you’ll

• Responds to client needs in a timely and professional manner to deliver a positive customer service experience in each interaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provides accurate, valid, and complete responses, reports, and invoices by using the right methods/tools.
• Educate and support customers in their understanding of the services and technologies available through Foley.
• Research client issues and provides effective resolution within guidelines established through department policies and procedures and relevant government regulations.
• Maintains up-to-date knowledge of Foley’s products and services and in-depth understanding of industry compliance requirements to effectively guide clients and resolve issues.
• Escalates concerns to appropriate parties, as necessary.
• Enter and verify data into various systems with speed and attention to detail to maintain accurate and up-to-date records of client information and ensure prompt and effective processing of client requests.
• Performs routine account updates based on internal requests (e.g., cases) or requests received from clients (e.g., emails)
• Protects company and customer information in accordance with company policies and procedures.

WHAT WE’D LIKE YOU TO HAVE

• 1-3 years of proven track record in a customer support role (i.e., providing customer support via phone, email, and/or web chat) preferred
• Effective communication and people skills
• Ability to multitask effectively and work under pressure and meet deadlines
• Strong PC skills – proficiency in Microsoft Word, Excel, and Outlook required

The compensation for this position is $19.00 - $20.50/hr depending on experience and qualifications.

WHAT YOU’LL LOVE ABOUT FOLEY

• The people! Our employees and customers consistently express the best thing about Foley is our close-knit, exceptionally talented teams. Check out our customers feedback – on Trustpilot
• Outstanding benefits. 3 medical plans to choose from, 2 level dental, and 2 level vision plans. Generous vacation, sick, and personal time off. 401K plan with a match. We’ve got your back so you can live your best life.
• It’s about ideas over egos. You will have the freedom to explore new ideas and approaches in an entrepreneurial environment, supported by a collaborative team.
• Professional growth. We open our roles to our employees first and encourage them to apply for growth opportunities. Our People Operations team is available to discuss career growth and help put a plan in place, helping employees achieve the growth they crave.
• Our environment! We celebrate success and believe in transparency and teamwork to get us there. We invest in collaboration tools so you can meet with your team face to face. Many of our roles are remote and we want to ensure our employees are engaged and can interact with their peers in a virtual space.

What We Do, How We Do It

Too often, companies use a piecemeal approach when it comes to screening drivers. They might use one vendor to help recruit. Another to screen. And still, another to address the complex world that is compliance. This approach is inefficient, expensive, and redundant. Not to mention, it makes it too easy for things to fall through the cracks.

At Foley, we've built a company that effortlessly manages these three areas under one roof: recruit, screen, comply. Thanks to powerful technology combined with our compliance expertise, we're able to deliver a comprehensive solution to our customers and, as a result, a better overall customer experience.

Where We're Headed

We're always developing new solutions to slay tomorrow's recruitment, screening, and compliance monsters. At the core of these solutions is our vast collection of data—and the many ways to leverage it, whether that's developing software to calculate a company's compliance risk or implementing predictive analytics to identify the best drivers.

What It's Like to Work with Us

Diving deep into a niche industry and becoming an expert . . .

Continually growing and advancing . . .

Making lifelong friends during the process . . .

That sums up what it's like to work for us. We're a 250+ person company on the verge of explosive growth thanks to our AI-powered technology—and where it's headed with predictive analytics. If you'd like to board our rocket ship, check us out:

www.foleyservices.com

www.goodegg.io

Keywords:

Customer Service

Client Services