Brondell - Customer Service representative

About the Client

Life is good. Clean, pure spaces make it even better.

They design products that remove the unwanted from daily living—contaminants, pollutants, viruses, and more—while protecting our planet’s essential resources. With more of what you want (and less of what you don’t), you’re open to a happier, healthier existence, one day at a time.

Job Summary

The Customer Support Representative is responsible for helping customers with questions or concerns regarding company products and services. This role requires strong phone-based customer service experience, troubleshooting skills, and the ability to provide exceptional support across multiple communication channels.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Responsible for inbound customer support inquiries via all supported channels, including phone, email, and ticketing systems, while adhering to defined processes for managing the ticket lifecycle.
  

• Handle customer interactions professionally and confidently through phone calls, ensuring a positive customer experience and effective issue resolution.
  

• Troubleshoot customer issues by identifying root causes, analyzing available information, and providing effective solutions or workarounds.
  

• Manage ticket workload through effective prioritization and escalation (as necessary) to meet or exceed customer expectations.
  

• Collaborate with customers to ensure that solutions are acceptable and resolved in a timely manner.
  

• Ensure each customer support experience is empathetic and of the highest possible quality; go above and beyond for customers at every opportunity.
  

• Develop and maintain expert knowledge of all products and services, including known limitations and workarounds, which can be effectively utilized to resolve reported problems.
  

• Utilize customer support platforms and ticketing systems, including Zendesk (preferred), to document, track, and resolve customer inquiries.
  

• Must meet or exceed individual performance targets focused on providing superior customer support.
  

• Actively participate in company and department meetings and adhere to company policies.
  

• Support our core values: CARE for our customers, CARE for our products, and CARE for our employees.

Requirements

Must-Have Qualifications

• Minimum of 2 years of customer support or customer service experience.
  

• Previous experience handling customer interactions and issue resolution through phone calls is required.
  

• Strong troubleshooting and problem-solving experience with the ability to diagnose issues and provide effective resolutions.
  

• Excellent verbal and written English communication skills.
  

• Ability to manage multiple customer inquiries while maintaining high service standards.
  

• Proficiency with Microsoft Office Suite.
  

• Must have Fiber Optic internet with at least 25 Mbps bandwidth.
  

• Must have a backup desktop or laptop with the latest operating system.
  

• Must be able to work from 7:00 AM – 4:00 PM or 8:00 AM – 5:00 PM Pacific Time.
  

Preferred Qualifications

• Experience using Zendesk or similar customer support/ticketing platforms.
  

• Experience in a technical support, product support, or troubleshooting-focused customer service environment.
  

Competencies

Job Knowledge

Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Managing Customer Focus

Promotes customer focus; establishes customer support standards; provides training in customer support delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Problem Solving

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

Additional Requirements

Customer Support

Manages difficult or emotional customer situations; response promptly to customer needs; solicits customer feedback to improve support; response to requests for support and assistance; meets commitments.

Safety and Security

Observes Company safety and security protocols; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Education/Experience

An Associate Degree and two years of experience, or an equivalent combination of education and experience.

Language Ability

Read, analyze, and interpret scientific and technical journals, financial reports, and legal documents. Respond to inquiries or complaints from customers, agencies or members of the business community. Write speeches and articles for publication.

Mathematical Ability

Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and, volume.

Reasoning Ability

Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Benefits

What We Offer

• ✓ Permanent Work-from-home setup
  

• ✓ Great Place to Work-Certified Company
  

• ✓ Premium HMO
  

• ✓ Holistic employee experience
  

• ✓ Career advancement opportunities