Consumer Care Representative

About the role

This role plays a key part in supporting customers, retail partners, and internal teams through various communication channels. The Consumer Care Representative handles inquiries from consumers, retailers, and internal associates and ensures high-quality service delivery via phone, email, and chat.

Responsibilities

• Respond to consumer, retail, and internal inquiries regarding rentals, products, and support issues via phone, email, and chat.
• Deliver empathetic, professional, and efficient customer service.
• Handle call escalations and assist in resolving conflicts with professionalism.
• Respond to consumer feedback through email and social media platforms.
• Accurately document all interactions using multiple computer systems and tools.
• Provide troubleshooting support to field and corporate teams.
• Liaise with stakeholders to update/revise information published online and in the Knowledge Base as product and procedure updates are made.
• Stay up to date with evolving policies, procedures, and service goals.
• Assist in the training of fellow customer care team members.
• Assist with the resolution of consumer carpet cleaning incidents, communicating with the consumer, operations, and legal partners as needed.

Requirements

• Excellent verbal and written communication skills across phone, email, and chat platforms.
• Strong multitasking abilities; comfortable using multiple systems simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to adapt quickly in a fast-paced, ever-changing environment.

Qualifications

• High School Diploma or GED (required).

Schedule

Monday to Friday, 8:30 AM - 5:00 PM.

Location

Working in an office located in Plano, TX (NOT a remote opportunity).