Customer Service Representative

Customer Service Representative

We're looking for a customer service representative with a passion for helping others. In this role, you'll be the friendly, knowledgeable voice that supports our customers, resolves their concerns, and ensures they receive the high-quality service they expect.

You'll need to be calm under pressure, confident in troubleshooting common product issues, and committed to delivering a great customer experience every time. If you have an interest or working knowledge in outdoor power equipment and small engines, this may be just the place for you!

Supervisory Responsibilities: none

Duties/Responsibilities:

• Handle a minimum of 35 inbound calls and cases daily, with the expectation to take on additional calls or cases as needed, delivering solutions in a clear, courteous, and timely manner.
• Provide expert guidance to customers on product issues, usage, or warranty questions.
• De-escalate and resolve concerns with empathy, patience, and professionalism.
• Stay up to date on product knowledge, with a strong understanding of common troubleshooting techniques for outdoor equipment and small engines.
• Accurately document customer interactions in our CRM system to maintain thorough records.
• Partner with teammates and cross-functional departments to share insights and improve customer support processes.

Required Skills/Abilities:

• Excellent communication skills---both listening and speaking---with a natural ability to reassure and guide.
• Strong problem-solving abilities and attention to detail.
• Calm, solution-oriented approach to customer concerns and escalations.
• Proficiency with computer systems and software applications.
• A strong sense of accountability and teamwork.
• Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

• High school diploma or equivalent.
• Netsuite experience is a plus
• Familiarity with CRM tools and basic troubleshooting steps for mechanical or technical products.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times.

Compensation Package:

• Strong benefits
• Multiple medical plans including HSA availability with company contributions
• Company paid disability & life insurance coverage
• Generous 401k matching
• Competitive pay
• Casual atmosphere/dog-friendly environment