Customer Service Representative - Warranty and Technical Support - Remote

Overview

The Customer Service Representative/Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers when they have product and warranty questions.

In Short

• Deliver exceptional customer experiences, enhancing the reputation of FBIN products through positive interactions.
• Manage inbound calls, accurately identifying issues and providing clear solutions for product and technical support.
• Use technology to assist consumers with product identification, troubleshooting, and guiding them through repair/installation processes.
• Resolve challenging consumer situations, ensuring positive outcomes for both the customer and FBIN.
• Meet or exceed daily performance targets in call quality, management, and productivity while following all processes and procedures.
• Accurately document customer interactions, product details, and troubleshooting efforts for efficient record-keeping.

Requirements

• High School diploma or equivalent required.
• 2 years experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy

Benefits

• Comprehensive health plans.
• Market-leading 401(k) program with a company contribution.
• Product discounts.
• Flexible time off benefits.
• Inclusive fertility/adoption benefits.
• Employee Resource Groups to support inclusivity.