Customer Service Representative

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

📋 Description

• Manage incoming consumer calls and emails concerning issues, installation guidance, and general product inquiries.

• Handle a high volume of technical support calls effectively.

• Share product knowledge and guide consumers to the appropriate resources when necessary.

• Conduct calls with professionalism, diplomacy, and a strong focus on consumer service in alignment with company policies.

• Input relevant consumer information into the computer system while engaging on calls.

• Address consumer repair requests and inquiries following Consumer Service protocols.

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

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

⛳️ Requirements

• A minimum of one (1) year of experience in a product-oriented customer support role and/or call center environment is preferred, though not mandatory.

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

• Possess a technical mindset and a readiness to learn.

• Self-driven and motivated.

• Ability to type at least 35 words per minute.

• High School diploma or equivalent qualification.

• Strong verbal and written communication abilities.

• Bilingual proficiency in Spanish or French is an advantage.

• Effective problem-solver; capable of managing challenging situations with both internal and external customers.

• Basic mechanical understanding.

• Familiarity with computer software for data entry and retrieval.

• Experience Level: Entry Level.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance options.

• 401(k) Retirement Plan with both pre-tax and Roth post-tax contribution options available.

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

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Time Off/Leave options including PTO, vacation, or sick leave.