Customer Service Representative

Job Description

REQUIREMENTS

• High School diploma or equivalent required. College degree or currently working towards the completion of a college degree is strongly preferred.
• 2 or more years’ experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written.
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus.
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department’s Remote Work Policy.

RESPONSIBILITIES

• Deliver a positive consumer experience that strengthens brand perception and drives unsolicited word of mouth advocacy.
• Manage inbound consumer calls to diagnose issues, determine root causes, and provide clear product and technical support solutions.
• Use technology effectively to identify products, explain resolutions, and guide consumers through repairs or installation of service kits.
• Navigate challenging or sensitive situations by negotiating solutions that create positive outcomes for both the consumer and Larson.
• Maintain professional composure and communication throughout all interactions.
• Consistently meet daily performance metrics, including call quality, call management, productivity, and adherence to established processes.
• Accurately document consumer information, product details, and troubleshooting steps as required.
• Performs other duties and/or special assignments as needed

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