Remote Consumer Services Representative - Must Reside 30 Miles Within Lake Forrest, CA
Are you or someone you know actively looking for a new customer support role? This opportunity give you the chance to learn about the upcoming kwikset lock products and quickly be able to provide an exceptional service to customers daily through phone calls and emails. Description SHIFT- 1pm- 930pm--- They will train during the normal day shift for about 2 weeksPRODUCT LINES: Kwikset (primary)The Kwiksest product line is mainly specialty locks - they have one where you swipe your phone and it unlocks and others that have pin pads. These are typically more escalated calls because people could be locked out of their houses and what not. General Duties
- Receives consumer calls and emails in regards to problems, installation instructions and general product information.
- Answers high volume incoming technical support calls.
- Offers knowledge to consumers and directing them to the proper source if necessary.
- Handles a strong volume of calls with tact, diplomacy, and strong consumer service orientation in accordance with company guidelines.
- While working with consumers over the phone completes information on computer screen with all of the pertinent data.
- Requires basic knowledge of computer software for data input and retrieval.
- Responds to consumer repairs and requests according to Consumer Service procedures.
- Evaluate product problems, determines if product needs to be scrapped or if it can be repaired.
- Assist consumers on product such as installation techniques, product features and models etc. as requested by consumer service supervisor.
- At least one (1) year experience in a product-based customer support function and/or call center environment is preferred but not required
- Previous experience in the hardware and home improvement industry preferred.
- Technical mindset and the willingness to learn - self motivated
- Type 35+ WPM.
- High School diploma or equivalent.
- Good verbal and written communication skills, bilingual in Spanish or French a plus
- Problem-solver; ability to deal with customers (internal and external) in difficult situations.
- Basic mechanical aptitude
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)