Customer Care Analyst

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🕒 June 15

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Red River Software

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

SaaS • B2B

Red River Software is a U. S. -based provider of purpose-built back-office software for the fueling and convenience retail industries. Its products include back-office accounting, point-of-sale integration, fuel delivery and route software, EMV compliance tools, and payment/ePay portals, serving convenience stores, fuel dealers, and cooperatives. The company emphasizes operational efficiency, automated reporting, compliance, and industry-experienced support for thousands of gas stations, C-stores, fuel marketers, and co-ops nationwide.

📋 Description

• The Customer Care Analyst serves as the first point of contact for Red River Software customers, delivering high-quality phone support and ensuring a positive customer experience • This role focuses on understanding customer needs, documenting issues, and effectively triaging requests to the appropriate teams for resolution • This position is responsible for intake, communication, and coordination of customer issues, ensuring clear expectations and timely follow-up throughout the customer journey • Provide high-quality support primarily through inbound phone interactions • Deliver a professional, empathetic, and solutions-oriented experience • Ask effective questions to clearly understand customer needs • Accurately document customer issues and requests • Identify the type, urgency, and impact of each issue • Resolve common or basic requests when possible, during the initial interaction • Route issues to the appropriate internal team with clear, complete information • Maintain accurate and complete records of customer interactions • Monitor open cases and ensure timely follow-up and resolution • Communicate updates, next steps, and expectations clearly to customers • Collaborate with internal teams to ensure smooth handoffs • Provide complete context when escalating issues to reduce delays and rework • Follow established workflows and support processes • Identify recurring issues and share trends with leadership • Contribute to improving customer experience and internal processes

🎯 Requirements

• 1–3 years of experience in customer service, call center, or customer-facing support • Strong verbal communication and active listening skills • Ability to remain calm and professional in high-volume environments • Strong organizational skills and attention to detail • Ability to manage multiple priorities in a fast-paced environment • Experience providing phone-based customer support • Familiarity with CRM or ticketing systems (e.g., HubSpot or similar) • Experience working in a cross-functional team environment

🏖️ Benefits

• This is a remote position • Occasional travel may be required based on business needs