Call Center Representative

TEKsystems•Brownsville, TX

14h•$15 - $15•Remote

About The Position

The Call Center Representative role focuses on the Kwikset product line, which primarily involves specialty locks such as those with phone swiping or pin pads. These calls are often escalated due to the nature of customers potentially being locked out of their homes. The representative will receive consumer calls and emails regarding problems, installation instructions, and general product information, handling a high volume of technical support calls with tact and diplomacy. They will need to complete pertinent data on a computer screen while interacting with consumers and utilize basic computer software for data input and retrieval. The role also involves responding to consumer repairs and requests according to Consumer Service procedures, evaluating product problems to determine if a product needs to be scrapped or repaired, and assisting consumers with product installation techniques and features as directed by a supervisor.

Requirements

Basic knowledge of computer software for data input and retrieval.
Type 35+ WPM.
High School diploma or equivalent.
Good verbal and written communication skills.
Problem-solver; ability to deal with customers (internal and external) in difficult situations.
Basic mechanical aptitude

Nice To Haves

At least one (1) year experience in a product-based customer support function and/or call center environment is preferred but not required
Previous experience in the hardware and home improvement industry preferred.
Technical mindset and the willingness to learn - most of this position is self taught - the biggest thing is their personality and willingness to learn. They want someone self motivated
bilingual in Spanish or French a plus

Responsibilities

Receives consumer calls and emails in regards to problems, installation instructions and general product information.
Answers high volume incoming technical support calls.
Offers knowledge to consumers and directing them to the proper source if necessary.
Handles a strong volume of calls with tact, diplomacy, and strong consumer service orientation in accordance with company guidelines.
Completes information on computer screen with all of the pertinent data while working with consumers over the phone.
Responds to consumer repairs and requests according to Consumer Service procedures.
Evaluates product problems, determines if product needs to be scrapped or if it can be repaired.
Assists consumers on product such as installation techniques, product features and models etc. as requested by consumer service supervisor.