Customer Service Representative - Full-Time

Company: Otter Products, LLC
Location: Fort Collins
Posted on: January 13, 2022

Job Description:

Overview:
Accepting Applications until 8:00 AM (MDT) on Monday, January 10thEstimated Start Date: Monday, February 14thOtter Products is currently recruiting for Full-time Customer Service Representatives to join our best in class Customer Service team! In this role, you will serve as a brand ambassador while assisting OtterBox and LifeProof customers via phone, email and chat. Intrigued? Keep readingAt Otter Products, weve thrown the script out, encouraging our Customer Service Representatives to provide an excellent customer experience by engaging everyone they assist using their stellar interpersonal skills. The Customer Service Representative answers a high volume of incoming calls, maintaining a passion to assist customers while answering repetitive questions surrounding product knowledge and warranties on all products, while also providing information about products that may match the customers need. Additionally, the Customer Service Representative may be assigned to assist customers through our email or chat channels.The successful candidate will have a passion for customer service, a positive attitude, excellent written and verbal communication skills and the ability to multitask while maintaining accuracy. Additionally, you must know your way around basic IT equipment (see items detailed below), be comfortable connecting cables to equipment, and able to navigate computer systems and applications with only remote support/assistance. Does this sound like you? If so, Otter Products may be a great place to grow your career!Additional Details and Requirements (PLEASE READ):Available Schedules:40 hours/week: Monday - Friday, 8:00 AM to 5:00 PM32 hours/week: Monday, Wednesday, Thursday, Friday, 8:00 AM - 5:00 PM; Tuesday offMonday, Tuesday, Thursday, Friday, 8:00 AM - 5:00 PM; Wednesday offMonday, Tuesday, Wednesday, Friday, 8:00 AM - 5:00 PM; Thursday off30 hours/week: Monday - Friday, 9:00 AM - 3:30 PM (30-minute meal break)Location Requirements:As a Customer Service Representative, you will work 100% remotely.Must live/work in Colorado, within 50-miles of our headquarters at 209 S. Meldrum St., Fort Collins, CO 80521. No exceptions will be made for anything over 50-miles from the planned working location to the address provided above.We provide:Laptop, docking station, and all required cables (up to a 50ft. Ethernet cable)Two monitors with standsKeyboard and mouseWireless headsetMonthly "internet allowance" to offset the cost of your internet service (subject to payroll taxes)NOTE: Provided equipment is intended for work purposes only.You provide:A quiet workspace where confidential information is secureReliable internet serviceYour undivided attention for our customersHiring Process (Two Rounds): First roundResume and Hiring Manager Review Question response reviewAnswers are reviewed for completeness, content, and acceptable grammar and spelling (we don't expect perfection, typos happen and we're human). This is your first impression. Your well-developed responses provide you the opportunity to show us a little bit about who you are and how you will represent Otter Products through written communication on our chat and email channels. No Otter Products knowledge or experience is required to answer these questions. All answers are reviewed (by the hiring managers, not AI) and used to determine the candidates that move forward to the second round.There is no character or word limit for your answers.Second RoundA 30-minute video interview.

About Otter Products:
From our founders garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation. Our industry-leading brands, OtterBox, LifeProof and Liviri lead the way to help people do more and go more places with technology in hand. Otter Products is a global company of more than 900 Otters (employees) with offices in Fort Collins, Colo., San Diego, Calif., Hong Kong, Munich, Germany and Cork, Ireland. Our mission is simple We Grow to Give which comes to life by way of our charitable arm, the OtterCares Foundation. From innovation and engineering to community and culture growing to give is at the heart of everything we do.

For more information visitotterproducts.com.

Responsibilities:
Act as a brand ambassador for Otter Products LLC two distinct product lines, OtterBox and LifeProof.Assist customers through multiple contact channels (phone, email and chat) with a positive attitude and desire to help, moving quickly to the next customer contact.Assist customers with warranties while preventing customer escalations by managing all customers with a positive attitude and empathy.Answer customer questions about products, availability and product uses emphasizing features and technical knowledge of our products to meet established sales goals while fulfilling customer needs.Utilize an understanding of our products and customer needs to recommend additional products when applicable.Enter customer information and other data into the CRM with accuracy, efficiency, and attention to detail to avoid errors, providing the customer with one touch resolution.Clearly communicate issues with manager, support stuff, IT and peers as needed.Maintain a consistently dependable record of attendance and punctuality.Adhere to metrics essential to the departments success while meeting Minimum Business Expectations.Maintain a Quality Assurance (QA) score of 3.6Maintain Compliance of 95%Provide feedback in a professional and supportive manner to your manager and peers to support continued success of the organization.May be asked to perform retail, sales and Customer Service duties at the Otter Shop if interested. Refer to Retail Store Associate job description.Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment.Other duties as assigned

Qualifications:
High School Diploma or equivalent required.Strong written and verbal communication skills.

EEO:
Otter Products is an equal employment opportunity employer (EEOC). All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For US Based Roles Only - Compensation Range Minimum:
USD $16.50/Hr.

For US Based Roles Only - Compensation Range Maximum:
USD $16.50/Hr.

Additional Total Rewards:
Profit Sharing Program Eligible, Customer Service Performance Based Incentive Program Eligible, Benefits Eligible - Full Time- check out otterproducts.com/careers/why for more info

Keywords: Otter Products, LLC, Fort Collins , Customer Service Representative - Full-Time, Sales , Fort Collins, Colorado