Call Center & Customer Service Representative - HYBRID

Job Description

Job Description

SUMMARY

The Consumer Relations Representative is responsible for delivering exceptional customer service and serving as a trusted advocate for consumers throughout the organization. This role provides accurate, efficient, and professional support to consumers by handling incoming calls related to products and services. Responsibilities may include answering general inquiries, troubleshooting products, processing sales orders, checking product availability, coordinating warranty replacements, and providing product specifications.

The representative will listen carefully to consumer needs and expectations, resolve concerns with professionalism and empathy, and help protect the organization’s brand image and reputation.

DUTIES AND RESPONSIBILITIES

• Develop and maintain strong knowledge of products, systems, and processes.
• Handle, manage, and troubleshoot incoming consumer calls.
• Support connected and non-connected consumer products designed for the home, including products utilizing Bluetooth, mobile applications, and Wi-Fi connectivity.
• Accurately document all consumer interactions in an Oracle-based system.
• Identify and appropriately escalate consumer issues when necessary.
• Conduct follow-up with consumers as needed to ensure concerns are addressed.
• Identify consumer needs, concerns, and opportunities and communicate relevant feedback to appropriate teams.
• Properly handle and safeguard personally identifiable information (PII).
• Meet established departmental performance and key process indicators.
• Participate in coaching and training and consistently apply feedback to improve performance and service quality.

EDUCATION OR EQUIVALENT REQUIRED

• High school diploma or equivalent.

EXPERIENCE REQUIRED

• 1–2 years of call center or customer service experience preferred.
• Experience in a position requiring frequent phone interaction or direct customer contact may be considered in lieu of call center experience.

SKILLS REQUIRED

• Strong customer service skills and a consumer-focused approach.
• Experience supporting Bluetooth, mobile application, and Wi-Fi-enabled devices.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Ability to understand and follow oral and written instructions.
• Working knowledge of Microsoft Office applications, including Word, Excel, Project, and PowerPoint.
• Ability to sit and work at a computer for extended periods.
• Dependable, punctual, and able to maintain consistent attendance.
• Ability to remain professional, patient, and empathetic when handling challenging consumer interactions.