The Goulet Pen Company LLC

Customer Care Specialist I

Job Locations US-VA-Henrico
Posted Date 1 week ago(2/13/2018 3:48 PM)
# of Openings
Customer Service/Support


Customer Care Specialist I


Location: Henrico, VA

Full-Time: 40 hours/week (Hourly, Non-Exempt)

Reports to: Customer Care Manager



The purpose of Customer Care Specialist I position is to create a personal experience with our customers by serving them directly. The Customer Care team acts as product ambassadors by recommending products we believe in and troubleshooting product issues within a variety of service platforms. The goal is to provide the same level of service as if our customers were interacting with us face-to-face.



Customer Interaction

  • Utilize the following tools: Phones, Zendesk, Gmail, and LiveChat to respond to customer inquiries.
  • Respond to customer inquiries in a polite and cheerful manner.
  • Serve the customer to the best of your ability, providing support, education and assistance.
  • Use correct grammar and proper brand voice as described in our Style Guide.

Product Knowledge

  • Develop robust knowledge of our product offerings.
  • Continue to grow and learn in order to be a better resource for our customers.
    • Research and ask lots of questions
    • Share what you learn with your team 

Handwritten Notes

  • Using a fountain pen, write a custom thank you note on themed cards.
  • Use correct grammar and proper brand voice as described in our Style Guide.
  • Complete a number of cards each day in accordance with the current goals


Skills Required:

  • Thirst for knowledge: The more you know, the better you can serve our customers and support your team members.
  • Team player: It is important to empower your team with the information you learn and be able to work closely with a wide variety of personality styles.
  • Ability to manage multiple tasks: You will need to move seamlessly between tasks and sometimes talk on the phone while navigating the website, for example.
  • Strong written and oral communication skills: You are representing The Goulet Pen Company in every interaction you have with a customer. You are also expected to set an example for your team.
  • Computer Proficiency: Ability to confidently navigate web and computer-based applications.


  • High school diploma or GED required.
  • Minimum of 1 year in a customer service role.





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