Customer Service Representative I - Full-Time

Otterbox Fort Collins , CO 80521

Posted 2 months ago

Overview

Accepting Applications until 8:00 AM (MDT) on Monday, June 14th

Estimated Start Date: Monday, July 19th

Otter Products is currently recruiting for Full-time Customer Service Representatives to join our best in class Customer Service team! As a Customer Service Representative, you will work 100% remotely, Monday through Friday from 9:00 AM to 6:00 PM (evenings and weekends off!). In this role, you will serve as a brand ambassador while assisting OtterBox and LifeProof customers via phone, email and chat. Intrigued? Keep reading

At Otter Products, we've thrown the script out, encouraging our Customer Service Representatives to provide an excellent customer experience by engaging everyone they assist using their stellar interpersonal skills. The Customer Service Representative assists a high volume of customers each day through various support channels (phone, email and chat), answering repetitive questions requiring knowledge about products and our awesome warranty while also working toward established sales goals by providing information about additional products that may match the customer's need.

The successful candidate will have a passion for customer service, a positive attitude, excellent written and verbal communication skills and the ability to multitask while maintaining accuracy. Additionally, you must know your way around basic IT equipment (see items detailed below), be comfortable connecting cables to equipment, and able to navigate computer systems and applications with only remote support/assistance. Does this sound like you? If so, Otter Products may be a great place to grow your career!

Wait! There's more! Although this position will be working 100% remotely, we are seeking candidates in the northern Colorado area (reasonable driving distance to Fort Collins in the event of equipment issues or other infrequent needs). To provide the best service, a quiet workspace, where confidential information is secure and you can give our customers your undivided attention is a must. Dependable internet service, with the ability to establish an Ethernet (wired in, not Wifi) connection is required. We will provide an Ethernet cable (up to 100 feet long) and all other equipment required (laptop, docking station, cables, keyboard, mouse, monitors, and a wireless headset) for you to succeed with Otter Products. You will receive a monthly stipend to assist with the cost of internet service (subject to payroll taxes). NOTE: Provided equipment is intended for work purposes only.

Hiring Process: The hiring process consists of two rounds. The first round is a review of written responses to three Hiring Manager Reviewed Questions submitted at the time of application. These questions are reviewed for completeness, content, and acceptable grammar and spelling (we don't expect perfection, typos happen and we're human). We do not expect perfection but would like to learn more about who you are and how you will represent Otter Products through written communication. No Otter Products knowledge or experience is required to answer these questions. All answers are reviewed and used to determine the candidates that move forward to the second round, a video interview. There is no character or word limit, or requirement for your answers.

About Otter Products:

From our founder's garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation. Our industry-leading brands, OtterBox, LifeProof and Liviri lead the way to help people do more and go more places with technology in hand. Otter Products is a global company of more than 900 Otters (employees) with offices in Fort Collins, Colo., San Diego, Calif., Hong Kong, Munich, Germany and Cork, Ireland. Our mission is simple

  • We Grow to Give which comes to life by way of our charitable arm, the OtterCares Foundation. From innovation and engineering to community and culture - growing to give is at the heart of everything we do.

For more information visit otterproducts.com.

Responsibilities

  • Act as a brand ambassador for Otter Products LLC two distinct product lines, OtterBox and LifeProof.

  • Assist customers through multiple contact channels (phone, email and chat) with a positive attitude and desire to help, moving quickly to the next customer contact.

  • Assist customers with warranties while preventing customer escalations by managing all customers with a positive attitude and empathy.

  • Answer customer questions about products, availability and product uses emphasizing features and technical knowledge of our products to meet established sales goals while fulfilling customer needs.

  • Utilize an understanding of our products and customer needs to recommend additional products when applicable.

  • Enter customer information and other data into the CRM with accuracy, efficiency, and attention to detail to avoid errors, providing the customer with "one touch resolution".

  • Clearly communicate issues with manager, phone supervisors support and peers as needed.

  • Maintain a consistently dependable record of attendance and punctuality.

  • Adhere to vital metrics essential to the department's success while meeting Minimum Business Expectations.

  • Provide feedback in a professional and supportive manner to your manager and peers to support continued success of the organization.

  • Responsible for answering customer emails via Unassigned Incident Queue to ensure accuracy and answer all of customers' questions.

  • May be asked to perform retail, sales and Customer Service duties at the Otter Shop if interested

  • Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment

  • Other duties as required.

Qualifications

  • High School Diploma or equivalent required.

  • Minimum of six months work experience preferred.

  • Strong written and verbal communication skills.

Otter Products is an equal employment opportunity employer (EEOC). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For US Based Roles Only

  • Compensation Range Minimum

USD $14.00/Hr.

For US Based Roles Only

  • Compensation Range Maximum

USD $14.00/Hr.

Additional Total Rewards

Profit Sharing Program Eligible, Customer Service Performance Based Incentive Program Eligible, Benefits Eligible

  • Full Time- check out otterproducts.com/careers/why for more info
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Customer Service Representative I - Full-Time

Otterbox