Customer Service Representative

This is a fully remote position, open to applicants in California.

📋 Description

• Handle incoming consumer calls and emails related to issues, installation guidelines, and general product inquiries.

• Manage a high volume of technical support calls effectively.

• Offer product expertise and guide consumers to appropriate resources when needed.

• Address a significant number of calls with professionalism, empathy, and a focus on customer service in line with company protocols.

• Input relevant consumer information on a computer screen while engaging on the phone.

• Respond to consumer repair requests and inquiries following Consumer Service procedures.

• Assess product issues to decide if items should be repaired or discarded.

• Support consumers with installation methods, product features, and model specifications as directed by the consumer service supervisor.

⛳️ Requirements

• A minimum of one (1) year of experience in a product-focused customer support role and/or call center setting is preferred but not mandatory.

• Prior experience in the hardware and home improvement sector is advantageous.

• Possess a technical mindset with a willingness to learn.

• Self-driven and motivated.

• Ability to type 35+ words per minute.

• High School diploma or equivalent qualification.

• Strong verbal and written communication skills.

• Bilingual skills in Spanish or French are a plus.

• Problem-solving abilities; adept at handling challenging situations with customers (both internal and external).

• Basic mechanical skills.

• Fundamental knowledge of computer software for data entry and retrieval.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Life Insurance (Voluntary Life & AD&D for employees and their dependents).

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).