Responsibilities
- Deliver a positive consumer experience that strengthens brand perception and encourages customer advocacy
- Manage inbound consumer calls to diagnose product concerns, determine root causes, and provide clear product and technical support solutions
- Use available systems and product resources to identify products, explain solutions, and guide consumers through repairs or service kit installation
- Manage challenging or sensitive situations by identifying solutions that support both consumer satisfaction and business objectives
- Maintain professional communication and composure across all customer interactions
- Meet performance expectations including call quality, call management, productivity, and adherence to established processes
- Accurately document consumer information, product details, and troubleshooting steps within internal systems
- Participate in training and knowledge-sharing to build product expertise and service capabilities
- Support team initiatives and contribute to continuous improvement in customer service processes
- Perform other duties as assigned
Requirements
- High School diploma or equivalent required
- Minimum of 2 years of experience in a contact center or fast-paced customer service environment
- Strong verbal and written communication skills with the ability to clearly explain technical information
- Proficiency in Microsoft Office applications including Outlook and Word; experience with Microsoft Teams preferred
- Ability to maintain focus and productivity in a structured remote work environment
- Strong problem-solving skills with the ability to guide customers through solutions in real time
- Demonstrated ability to collaborate with teammates and contribute to a positive team environment
Nice to Have
- Associate’s or Bachelor’s degree, or currently working toward a degree
- Experience supporting technical products or troubleshooting consumer product issues
- Previous experience in a remote or virtual contact center environment
Benefits
- robust health plans
- a market-leading 401(k) program with a company contribution
- product discounts
- flexible time off benefits
- adoption benefits
- numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates
Additional Information
- Equipment required to perform the role will be provided.
- Associates will be scheduled to work an 8-hour shift within the applicable contact center hours.
- Therma-Tru Doors: Monday – Friday, 8:00 AM – 5:00 PM Eastern Time
- Larson Storm Doors: Monday – Friday, 7:30 AM – 5:00 PM Central Time; Saturday shifts may be required on a rotating basis
