Consumer Services Representative - US

Consumer Services Representative

At Kids2, we're really good at what we do. And when we're great at our jobs, we help parents be great at their jobs.

Parenting is demanding, and that's where we come in. We want to reimagine how brands can make it easier for early stage parents not by just selling them products, but by providing holistic solutions that transcend borders, categories and aisles.

No matter our title or department, at Kids2, our job is to create more tiny wins for parents, so they can create bright futures for their little ones. That's a big task!

We're serious about what we do, AND we love to have fun. Our team is hardworking, entrepreneurial, and passionate about helping families create millions, if not billions of tiny wins.

The Consumer Services Representative connects with interdepartmental teams to observe, support, and communicate product experiences. The role focuses on delivering top-of-the-line consumer support across each brand channel. This role is highly responsive and crucial in increasing engagement and ensuring satisfaction. The representative guides on general information, product assembly, use, and troubleshooting and advises on important safety parameters. The team member is the first point of contact when fulfilling warranty support.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Directly manage incoming and outgoing consumer calls to action support within a defined standard.
• Review, process, and accurately archive a high volume of consumer email inquiries with sensitivity
• Conduct exchanges with consumers through social applications using guided canned responses
• Extend product troubleshooting as appropriate for our consumers, collaborating with other teams
• Record product quality notices, initiate consumer refunds, and submit replacement orders within company guidelines
• Ensure timely resolution for each consumer contact
• Express due diligence with individual review of outstanding guest claims
• Coordinate product returns using an online courier scheduling system when business guidelines deem necessary.
• Collaborate with cross-functional teams such as Product Integrity, Product Development, and Accounting
• Deliver quality engagement and foster positive connection-building with caregivers and patrons
• Other duties and responsibilities as assigned.

QUALIFICATIONS & EXPERIENCE:

• 2+ years of customer service experience

EDUCATION & SKILLS:

• College, High School Diploma, or General Education Degree (GED)
• Demonstrate the ability to multi-task while delivering exceptional customer support across multi-channel consumer touchpoints
• Ability to thrive in a highly collaborative team environment requiring video, phone, and digital conversations
• A skillful self-starter with concentrated time management skills
• Strong listening aptitude and ability to problem-solve
• Must be professional, reliable, and have strong attention to detail
• Must have strong verbal and writing skills in English and Spanish

COMPUTER/TYPING SKILLS:

• Proficiency in typing, with a minimum of 60 words per minute, is required.
• Experience in Microsoft Word, Excel, and PowerPoint is essential.
• Microsoft Dynamics CRM a plus

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit; have flexible use of hands; and talk or hear.
• The employee is occasionally required to stand, walk, and reach with hands and arms.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, and color vision.

WORK ENVIRONMENT:

• General office environment

We offer competitive pay, flexible hours, and generous benefits. Plus, to keep things fun (because we are all kids at heart), we offer a host of team member activities and philanthropic efforts throughout the year and company-wide awards and recognition for a job well done!