Customer Service Representative (Call Center)

Job Description

Job Description

Summary

We are seeking a few Customer Service Representatives to provide exceptional customer support and serve as a strong advocate for consumers. This position is responsible for handling inbound customer inquiries related to a variety of consumer products, including product questions, troubleshooting, orders, availability, warranty support, and product specifications.

The ideal candidate will be professional, empathetic, solutions-oriented, and comfortable assisting customers with both traditional and connected home products. This role requires the ability to understand customer needs, resolve issues efficiently, document interactions accurately, and protect the reputation and customer experience of the organization.

The schedule is Monday - Friday, 8:30 am-5:00 pm.

Key Responsibilities

• Handle inbound consumer calls and provide knowledgeable, professional assistance.
• Troubleshoot product-related questions and identify appropriate solutions.
• Assist customers with both connected and non-connected home products.
• Support products utilizing Bluetooth, mobile applications, and Wi-Fi connectivity.
• Process questions related to product availability, sales orders, warranties, replacements, and specifications.
• Accurately document customer interactions and case information in the customer support system.
• Escalate complex or specialized issues to the appropriate department when necessary.
• Follow up with consumers to ensure issues are resolved and expectations are met.
• Identify customer needs, concerns, and potential opportunities during interactions.
• Handle personally identifiable information in accordance with company policies and privacy requirements.
• Meet established departmental performance and quality metrics.
• Participate in coaching and incorporate feedback to improve customer interactions and performance.
• Maintain a professional and positive representation of the organization's brands and products.

Required Education

• High school diploma or equivalent required.

Preferred Experience

• 1–2 years of call center or customer service experience is highly preferred.
• Experience in a position requiring significant telephone interaction or direct customer contact will also be considered.

Required Skills

• Strong customer service and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to understand and follow written and verbal instructions.
• Working knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, and related tools.
• Strong attention to detail and accurate documentation skills.
• Ability to manage multiple customer needs while maintaining professionalism and empathy.
• Dependable, punctual, and comfortable working in a performance-driven environment.

Work Environment

• Professional office / call center environment.
• Hybrid work schedule may be available, with approximately two days per week working remotely based on meeting established performance and quality metrics.
• Employees must maintain reliable attendance, productivity, and customer service standards while working remotely.