Customer Care Professional

Surya is seeking a Customer Care Professional who is passionate about delivering exceptional service and building long-term customer loyalty. Our Customer Care team plays a critical role in processing orders and resolving customer inquiries through phone and email support.

This role is ideal for someone who thrives in a collaborative team environment, enjoys problem-solving, and consistently exceeds customer expectations by providing reliable, responsive, and resourceful service. You will become a Surya subject matter expert, supporting customers with product knowledge and internal processes.

Our Customer Care leadership team is caring, supportive, and fully invested in your success.

Primary Responsibilities

• Handle customer inquiries via phone and email with professionalism and empathy

• Process customer orders accurately and efficiently

• Verify account information on all customer interactions

• Create and manage tickets for each customer contact

• Greet customers warmly and clearly identify the purpose of their call

• Educate customers on navigating and using the Surya.com website

• Provide accurate and detailed product and service information

• Recommend alternative solutions when customers are considering cancellation

• Document customer interactions and update accounts as needed

• De-escalate and resolve upset or frustrated customers

• Escalate recurring or complex issues to the appropriate supervisor

• Share insights and recommendations for process improvements with leadership

• Develop and maintain expert-level knowledge of Surya products and internal processes

Job Requirements

• Exceptional customer service and communication skills

• 2+ years of customer service experience

• Strong problem-solving and critical-thinking abilities

• Ability to work effectively in a team-oriented environment

• Exceptional attention to detail

• Proficiency in Microsoft Office (Excel, Outlook, Word)

• Experience with order entry and ticketing systems

• Ability to adapt to change and learn new processes quickly

• Demonstrated ability to balance customer satisfaction with business needs

Preferred Qualifications

• Coursework toward an advanced degree in a related field

• 2+ years of phone-based customer service experience

• Experience contributing to process improvement initiatives