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Care Advocate

Date: May 25, 2021

Location: Santa Monica, CA, US, 90403

Company: Hallmark

     reqid: 91829 

HALLMARK - WHEN YOU CARE ENOUGH YOU CAN CHANGE THE WORLD

 

Come join us. You’ll add value to one of the world’s most iconic consumer brands and be part of our company with a life-affirming purpose to inspire meaningful connections. Our products, content and experiences aim to enrich all lives by making a genuine difference in every life, every day, and our business is focused on bringing the value and relevance of Diversity and Inclusion to every brand, product and person we touch.  Our overarching enterprise D&I Framework and plans demonstrate our belief and value in having a diverse and inclusive workforceHallmark’s D&I efforts will continue to represent ongoing progress and reinforce our commitment, as will our intentional focus on bringing more diverse talent into our business and onto our teams. Hallmark has been recognized as one of Forbes and Statista 2020 Best employers for Diversity, Women and New Graduates.

 

Our Consumer Care department is an upbeat, steady to fast paced environment. We have a close knit team that is always willing to help. It's refreshing to be in a collaborative work space where knowledge sharing is the norm so that we all succeed in providing great service. We have brief daily huddles for updates as well as weekly meetings to discuss department stats and initiatives. Our role aligns with Hallmark values by providing unscripted, engaging and affirming care. We exercise patience regularly while breaking down technical troubleshooting steps for our largely non tech savvy consumers to follow. We strive for our calls to feel as though they are talking to an old friend and not a robot. This is now a completely remote role and we strive to create ways for our team to stay connected, engaged and have fun while maintaining our daily goals.

 

The role of the Care advocate consists of staying current on updates to our services. We must be online and ready to take calls and answer emails throughout the day to meet the department goals. We have a small team of 23 that services multiple lines of business such as Hallmark Movies Now and the Shoebox app. The services are more technical in nature and requires some working knowledge of apps, streaming services, and devices. Our consumer base is older and requires lots of patience and hand holding even through some of the simplest tasks like getting logged in or more technical troubleshooting steps. Attention to detail is useful and often helps diagnose issues early and escalate them with a sense of urgency to get them resolved. The proper recording and tagging of consumer cases is required andhelps to inform developers and stakeholders of the severity of an issue in order to prioritize their workflow and decision making.

 

Requirements:
To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. Individual file size attachment limit is 10 MB.

 

Basic Qualifications

  • High School Diploma or GED
  • One year of customer service experience

 

Preferred Qualifications

  • Excellent written and oral communication skills
  • Experience with Zendesk / Salesforce or other CRM tool
  • Call Center experience 
  • Technical Troubleshooting skills
  • Ability to deal with change
  • Abundance of patience
  • Attention to details

 

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and checks.

 
 

 

 

BENEFITS AND PERKS:
At Hallmark, we help people feel connected to what matters. That’s true of our employees, just as it is our consumers. Providing benefits that support the lives and wellbeing of Hallmarkers is among the most important investments the company makes.

Hallmark benefits are designed to give you choices. Wherever you are in life, we want you to find the benefits that are right for you and your loved ones. Explore the Hallmark Benefits Guide to learn more.

Hallmark is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.

 


Nearest Major Market: Los Angeles