Customer Care Specialist

We are in search of a Customer Care Specialist I or Customer Care Specialist II to join our Customer Care department in Spokane, Washington (Headquarters). This full-time position reports to the Manager, Customer Care and provides support to AgWest customers and employees following company standards and toolsets. The Customer Care Specialist integrates business and technological expertise to routinely resolve issues related to customer-facing digital platforms and general inquiries, providing timely, accurate solutions to such interactions.

Compensation Information

The base salary range for this position in Spokane, Washington is:

Level I:
Typical starting range: $40,000 - $51,900
Full base salary range: $40,000 - $57,800
Annual performance-based incentive target is 6% of base.

Level II:
Typical starting range: $44,200 - $58,900
Full base salary range: $44,200 - $66,200
Annual performance-based incentive target is 6% of base.

Essential Duties

• Provide first-contact technical support to customers via phone, case management system, chat, and email, ensuring courteous, timely, and effective resolution of reported issues and requests.
• Establish rapport with customers and internal partners; ask effective questions and gather complete information to diagnose issues (symptoms, steps to reproduce, environment, error messages, and impact).
• Troubleshoot customer-facing digital platforms and related applications using structured problem-solving techniques, available tools, and system logs as appropriate.
• Resolve incidents and service requests according to defined processes to meet established service level agreements (SLAs) and quality standards.
• Research and apply solutions using internal and external knowledge bases; identify gaps and recommend updates to improve future resolution rates.
• Document, in detail all troubleshooting steps, analysis and correspondence throughout the issue resolution process, providing proactive status updates to customers and staff.
• Escalate complex or high-impact issues to appropriate teams (e.g., product, engineering, infrastructure, security) with clear reproduction steps, evidence, and customer impact; track progress through to resolution.
• Collaborate with team members (locally, regionally, and cross-functionally) and support learning for colleagues by sharing knowledge, coaching on processes/tools, and communicating lessons learned.
• Formulate reusable solutions to new or unique issues and enhance existing solutions by following solution-centered support methodologies; document supporting discussion and analysis.
• Support customer account access and authentication issues by following verification procedures and established security/privacy practices.
• Identify, record, and communicate emerging incident trends and recurring defects; share insights with leadership and product teams to improve reliability and customer experience.
• Maintain a strong working knowledge of business practices, products, and key systems; stay current on platform changes, known issues, and support procedures.
• Provide suggestions for continual improvement to processes, documentation, customer communications, and toolsets to increase efficiency and customer satisfaction.
• Perform all duties and maintain all standards in accordance with company policies, procedures, and internal controls.
• Other duties as assigned.

Travel Requirements

• AgWest employees may occasionally be asked to travel for all-staff or team meetings not included in the standard travel requirements for the role.

Minimum Qualifications

• Proven ability to work both independently and collaboratively
• Ability to learn and effectively work in a wide variety of systems
• Effective written and verbal communication skills
• Ability to effectively build rapport with individuals seeking technical assistance
• Prior success in a customer service/support capacity
• Analytical and problem-solving skills with a desire to continually learn new skills
• High school diploma
• Generally, requires less than one year's experience in a related field

Preferred Qualifications

• Associate's degree in business, information systems, computer science or related field, or an equivalent combination of education and experience
• Related work experience, ideally in commercial lending, banking, or related field
• General knowledge of credit and legal terminology
• Experience using or supporting business software applications (online banking, mobile banking apps, Salesforce, CRM software, O365, Microsoft Teams)

Workplace Flexibility

• After an initial in-office training period, this position is eligible for workplace flexibility and a one-time home office stipend.
• This position is eligible for coordinated hybrid flexibility

Benefits Offered by AgWest

• Medical, dental, and vision insurance
• Basic term life and AD&D insurance (fully paid for by the company)
• Paid days off annually: 15 vacation*, 15 sick, 12 holidays and 3 volunteer
• 401(k) plan (6% match plus 3% employer contribution)
• Employee Assistance Program
• Wellness Program
• Jeans are welcome at work every day at AgWest!

*Vacation accrual rates increase with tenure.

Details about insurance and retirement benefits are available at: https://www.farmcreditfoundations.com/fcfbenefits

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