Remote - Call Center

TEKsystems•Chino, CA

18h•Hybrid

About The Position

The Customer Support Specialist supports the Specialty product line, which includes specialty and smart lock solutions such as keypad locks and mobile‑enabled entry systems. This role handles high‑volume inbound calls and emails from consumers requiring assistance with installation, troubleshooting, repairs, and general product questions. Many calls are time‑sensitive and escalated, as customers may be locked out of their homes or experiencing urgent access issues. Success in this role requires strong customer service skills, a calm demeanor, and a willingness to learn technical products.

Requirements

At least 1 year of customer support or call center experience (preferred, not required)
Strong verbal and written communication skills
Ability to type 35+ WPM
High School Diploma or equivalent
Comfortable working on a computer while speaking with customers
Ability to stay calm and solution‑focused in high‑stress or escalated situations

Nice To Haves

Experience in hardware, home improvement, or mechanical products
Basic mechanical aptitude or technical mindset
Bilingual in Spanish or French
Prior product‑based or technical support experience

Responsibilities

Handle high‑volume inbound phone calls and emails related to Kwikset products
Assist consumers with: Product issues and troubleshooting, Installation instructions and techniques, Product features, model differences, and usage
Accurately document all customer interactions and case details in internal systems while on calls
Evaluate reported product problems to determine: Repair eligibility, Replacement or scrap decisions, following Consumer Service procedures
Provide consumers with clear instructions or direct them to the appropriate internal or external resources
Respond to repair requests in accordance with established consumer service guidelines
Maintain professionalism, tact, and empathy when handling frustrated or urgent customer situations