Customer Service Rep

Job Description

Job Description

Customer Experience Representative

Full-time Regular Professional

Hauppauge, NY, US

Salary Range: $22.00 To $25.00 Hourly

Customer Experience Representative

Full Time - Hauppauge, NY Office

Hybrid Schedule (Tuesday, Wednesday, Thursday in Office, Monday/Friday Remote)

What to Expect

We are looking for a creative, detailed, and passionate individual to join our world-renowned culture as a Customer Experience Representative. As a Customer Experience Representative, you'll serve as a trusted point of contact for our customers throughout their journey with our brand, delivering exceptional service and personalized support.

Whether helping a customer select the right product, answering questions about an order, coordinating repairs, or guiding them through our industry-leading lifetime guarantee, you'll play an important role in building lasting relationships and reinforcing the trust that has made our brand a leader .

As a key representative of our brand, you'll ensure every interaction reflects the quality, care, and commitment to excellence that our customers have come to expect.

Your day-to-day may include:

• Being the first point of contact for customers (primarily via phone, occasionally by email).
• Handling a high volume of inquiries during peak travel seasons.
• Assisting with product questions, returns, and our iconic lifetime guarantee.
• Referring customers to local repair facilities or directing them to our website/retailers.
• Processing orders, tracking repairs, and resolving issues with accuracy and empathy.
• Partnering with warehouses, retailers, and repair centers to ensure seamless solutions.
• Reviewing and resolving back orders and open order reports.
• Meeting daily communication KPIs while ensuring every interaction reflects our premium service standards.

What You’ll Bring

• A 2-year degree is preferred but not required.
• 3+ years of telephone-based customer service experience, preferably supporting consumer products.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment while maintaining a strong sense of urgency.
• Excellent verbal and written communication skills, with the ability to deliver a professional and positive customer experience.
• Proficiency with business applications and customer service platforms, including AS400, Zendesk, Microsoft Excel, Outlook, and other web-based tools.
• A customer-focused mindset, with the ability to adapt to a variety of customer needs and communication styles.
• Strong problem-solving skills and the ability to identify creative, effective solutions to customer concerns.
• Experience or knowledge accessories , hard goods or related consumer goods is a plus.
• Experience working with product parts, components, repairs, or warranty-related support is a plus.