About Us:
Mood Media is the world's leading experiential media company, optimizing on-premise retail customer experience and driving significant value for businesses and brands worldwide. With the most comprehensive suite of fully integrated solutions, Mood leverages advanced digital technology, curated and original creative content, and design expertise to make every shopping and guest experience more personal and engaging. Serving more than 500,000 customer locations in over 140 countries, Mood reaches 165 million+ consumers each day.
General Summary:
The Customer Care Specialist, serves as a bridge between customers and internal teams, ensuring that customer concerns are promptly addressed and resolved. This role requires strong interpersonal skills, problem-solving abilities, and a focus on delivering exceptional customer service.
Essential Job Functions and Responsibilities:
- Maintain a strong relationship with Mood's clientele including re-contracting, saves/cancellations, upselling, presentation of new products and services, change of ownerships, in conjunction with franchise initiatives.
- Takes ownership of clients' concerns demonstrating empathy and resolution
- Gather relevant information from clients to accurately assess their concerns and/or inquiries
- Collaborate with appropriate internal teams or departments to escalate and resolve clients' issues
- Follow up with clients to provide updates on the status of their inquiries or resolutions
- Document all customer interactions and resolutions in Mood's CRM
- Collaborate with Account Management Specialist to identify opportunities for retention and upsells
- Identify patterns or trends in customer feedback to contribute improvements in products and services
- Be the champion for your client by understanding and advocating for their needs
- Through delivering value to your clients, re-contract and retain existing clients
- Actively mitigate churn, and process customer cancellations as needed in a timely manner
- Draft and submit all required paperwork (contracts, amendments, equipment orders, buyouts, etc.)
- Other duties as assigned by management
Essential Job Qualifications:
- High School Diploma/GED required.
- 1-3 years of previous Customer Service experience required
- Working in a technology or SAAS environment is preferred.
- Previous experience in Customer Retention is desired
Knowledge/Skills/Abilities:
- Previous working knowledge of Oracle is preferred
- Expert customer service skills building on customer experience and loyalty
- Outstanding listening, verbal and written communication skills in English; bilingual/multilingual is a plus
- Must be able to interact in various communication platforms including video calls, telephone calls, chats and emails professionally
- Quick and accurate data entry, able to type 30 WPM
- Intermediate level working in Windows and Google systems
- Detail oriented with strong analytical skills
- Strong, proactive problem solving
- Evaluate, troubleshoot and follow up on customer requests and issues timely
- Strong organization skills
- Able to present to various levels of business including management
- Intermediate negotiation skills
- Ability to prioritize and multi-task required
- Able to adapt quickly to change in process or products
- Strong conflict resolution skills
- Reliable and trustworthy, able to self-motivate and stay focused
- Able to handle high volume escalations
- Able to associate various situations to common issue and resolve
For further information about Mood Media, please visit www.moodmedia.com.
Mood Media is an Equal Opportunity Employer. All qualified applicants will be considered for employment based on objective work-related criteria, without discrimination based on age, disability, ethnic origin, gender, marital status, race, religion, responsibility for dependents, sexual orientation, gender identity, or other characteristics protected by applicable governing laws.
Mood Media
Jul 03, 2025