Customer Service Representative
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Job Description
Remote customer service representative supporting mechanical lock consumers for TEKsystems. Handling technical calls, troubleshooting products, and guiding installation and repair requests.
Responsibilities:
- Receive consumer calls and emails regarding problems, installation instructions, and general product information
- Answer high-volume incoming technical support calls
- Provide product knowledge and direct consumers to the proper source when necessary
- Handle a strong volume of calls with tact, diplomacy, and consumer service orientation according to company guidelines
- Complete pertinent consumer information on a computer screen while working by phone
- Respond to consumer repairs and requests according to Consumer Service procedures
- Evaluate product problems and determine whether products should be scrapped or repaired
- Assist consumers with installation techniques, product features, and models as requested by the consumer service supervisor
Requirements:
- 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 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
- Basic knowledge of computer software for data input and retrieval
Benefits:
- 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)
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