Customer Service Representative

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

📋 Description

• Handle consumer inquiries via calls and emails regarding issues, installation guidance, and general information for Kwikset specialty locks.

• Manage a substantial volume of incoming technical support calls.

• Offer product insights and direct consumers to the appropriate resources when needed.

• Conduct calls with professionalism, diplomacy, and a strong focus on customer service in line with company protocols.

• Input relevant consumer details into a computer system during interactions.

• Address consumer repair requests following Consumer Service procedures.

• Assess product issues and decide whether items should be discarded or repaired.

• Support consumers with installation methods, product features, and various product models.

⛳️ Requirements

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

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

• Possess a technical mindset and a readiness to learn.

• Self-driven and motivated.

• Capable of typing at least 35 words per minute.

• Must have a high school diploma or equivalent.

• Strong verbal and written communication skills are essential.

• Ability to resolve problems in challenging customer situations.

• Basic mechanical understanding is required.

• Familiarity with computer software for data entry and retrieval is necessary.

• Availability to work Monday–Friday from 2–10:30 pm PST, including two rotating Saturdays after training.

• Bilingual proficiency in Spanish or French is a plus.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance.

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

• Life Insurance, including voluntary Life & AD&D for employees and their dependents.

• Short-term and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits available.

• Employee Assistance Program provided.

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