Customer Call Represenative

Duties/Responsibilities

• Handle a minimum of 35 inbound calls and cases daily, with the expectation to take on additional calls or cases as needed, delivering solutions in a clear, courteous, and timely manner.
• Provide expert guidance to customers on product issues, usage, or warranty questions.
• De-escalate and resolve concerns with empathy, patience, and professionalism.
• Stay up to date on product knowledge, with a strong understanding of common troubleshooting techniques for outdoor equipment and small engines.
• Accurately document customer interactions in our CRM system to maintain thorough records.
• Possess strong problem-solving abilities and attention to detail.
• Partner with teammates and cross-functional departments to share insights and improve customer support processes.

Required Skills/Abilities

• Excellent communication skills—both listening and speaking—with a natural ability to reassure and guide.
• Strong problem-solving abilities and attention to detail.
• Calm, solution-oriented approach to customer concerns and escalations.
• Proficiency with computer systems and software applications.
• A strong sense of accountability and teamwork.
• Ability to function well in a high-paced and at times stressful environment.