Customer Care Representative

Job Title: Customer Care Representative
Category: Customer Experience
Location: CaringBridge Office

Organization Summary

Our Mission is to amplify the love, hope and compassion in the world, making each health journey easier. Our Vision is to be the first place people turn to connect to their community during a health journey. Founded in 1997, CaringBridge is the largest, oldest and most widely used social networking site for family and friends to communicate with loved ones during a health journey. Based in Minnesota, we are proud of our global reach and nonprofit status with nearly 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. Thanks to the compassion and generosity of our donors and volunteers, CaringBridge is able to connect and serve millions of people each year. Since our founding, more than half a million CaringBridge websites have been created and it’s become an indispensable part of many people’s lives. Every 8 minutes, a new CaringBridge website is created for someone experiencing a health crisis.

Primary Objective of Position

To provide excellent customer care to CaringBridge authors and visitors and to ensure the best customer experience possible with the utilization of our services while protecting the CaringBridge reputation and liability from misuse.

Duties & Responsibilities

  • Responds to live customer care needs by phone, email or live chat in within established guidelines.

  • Supports the help center functionality and processes. Provides insight and recommendations for enhancements based on customer feedback.

  • Escalates or redirects issues to appropriate resource when necessary.

  • Tracks issues and requests; documents resolutions and produces appropriate reports.

  • Represents the voice of the customers to the organization as it pertains to insight or feedback that affects the services of CaringBridge. Promotes services across the organization.

  • Performs responsibilities or tasks related to specific focuses that may include; donations, collecting feedback, brochure requests, etc.

  • Supports incoming material requests to appropriate resource.

  • Stays current with CaringBridge website information, changes and updates.

  • Stays current on market, competition and trends including tactics, field concepts and practices applying them to strategies when applicable.

  • Establishes and sustains interactive relationships with external vendors and contacts to result in favorable networks to support the current and future goals of the organization and to benchmark practices/results to maximize organizational effectiveness.

  • Keeps Manager/Supervisor informed of important developments, potential problems, and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.

  • Performs related work as apparent or assigned.

Experience & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Associate’s degree or equivalent.
  • 1-2 years of experience in customer service or position of similar responsibilities.
  • Bilingual in Spanish a plus.
  • Ability to read and interpret documents and procedural manuals.
  • Ability to present information and respond to questions from coworkers, users, and volunteers.
  • Strong collaboration and teambuilding skills.
  • Excellent organizational and planning skills.
  • Excellent understanding of the diverse needs of internet users.
  • Ability to cope with the rapid pace and constant change associated with the industry.
  • Thorough knowledge of Microsoft applications, data base concepts
  • Ability to successfully manage numerous project simultaneously.
  • Knowledge of RightNow Technologies a plus.
  • Ability to communicate effectively, both orally and in writing with personnel and outside contacts.

To Apply

To respond to this opportunity, please send your resume and salary requirements to:


Attention: HR
2750 Blue Water Road, Suite 275
Eagan, MN 55121