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Otter Products, LLC Looking for Customer Service Representative – PART-TIME at Fort Collins, CO Full Time
Job Description
Overview:
Otter Products is currently recruiting for
Part-time Customer Service Representatives to join our best in class Customer Service team!
In this role, you will serve as a brand ambassador while assisting OtterBox and LifeProof customers via phone, email and chat. 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 answers a high volume of incoming calls, maintaining a passion to assist customers while answering repetitive questions surrounding product knowledge and warranties on all products, while also providing information about products that may match the customer’s need. Additionally, the Customer Service Representative may be assigned to assist customers through our email or chat channels.
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!
Accepting Applications until 8:00 AM (MST) on Monday, June 30th
Estimated Start Date: Tuesday, July 5th
Otter Products is currently recruiting for
Part-time Customer Service Representatives to join our best in class Customer Service team!
In this role, you will serve as a brand ambassador while assisting OtterBox and LifeProof customers via phone, email and chat. 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 answers a high volume of incoming calls, maintaining a passion to assist customers while answering repetitive questions surrounding product knowledge and warranties on all products, while also providing information about products that may match the customer’s need. Additionally, the Customer Service Representative may be assigned to assist customers through our email or chat channels.
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!
Additional Details and Requirements (PLEASE READ):
- Available Schedules:
- 20 hours/week:
- Monday – Friday, 8:00 AM to 12:00 PM
- Monday – Friday, 10:00 AM to 2:00 PM
- Monday – Friday, 11:00 AM to 3:00 PM
- Monday – Friday, 1:00 PM to 5:00 PM
- 24 hours/week (start and stop times can be adjusted):
- Monday, Wednesday, Thursday, Friday, 8:30 AM – 3:00 PM; Tuesday off
- Monday, Tuesday, Thursday, Friday, 8:30 AM – 3:00 PM; Wednesday off
- Monday, Tuesday, Wednesday, Friday, 8:30 AM – 3:00 PM; Thursday off
- 20 hours/week:
- Location Requirements:
- As a Customer Service Representative, you will work 100% remotely.
- Must live/work in Colorado, within 50-miles of our headquarters at 209 S. Meldrum St., Fort Collins, CO 80521.
- No exceptions will be made for anything over 50-miles from the planned working location to the address provided above.
- We provide:
- Laptop, docking station, and all required cables (up to a 50ft. Ethernet cable)
- Two monitors with stands
- Keyboard and mouse
- Wireless headset
- Monthly “internet allowance” to offset the cost of your internet service (subject to payroll taxes)
- NOTE: Provided equipment is intended for work purposes only.
- You provide:
- A quiet workspace where confidential information is secure
- Reliable internet service
- Your undivided attention for our customers
- Hiring Process (Two Rounds):
- First round
- Resume and Hiring Manager Review Question response review
- Answers are reviewed for completeness, content, and acceptable grammar and spelling (we don’t expect perfection, typos happen and we’re human).
- This is your first impression. Your well-developed responses provide you the opportunity to show us a little bit about who you are and how you will represent Otter Products through written communication on our chat and email channels.
- No Otter Products knowledge or experience is required to answer these questions.
- All answers are reviewed (by the hiring managers, not AI) and used to determine the candidates that move forward to the second round.
- There is no character or word limit for your answers.
- Second Round
- A 30-minute video interview.
- Resume and Hiring Manager Review Question response review
- First round
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, support stuff, IT and peers as needed.
- Maintain a consistently dependable record of attendance and punctuality.
- Adhere to metrics essential to the department’s success while meeting Minimum Business Expectations.
- Maintain a Quality Assurance (QA) score of 3.6
- Maintain Compliance of 95%
- Provide feedback in a professional and supportive manner to your manager and peers to support continued success of the organization.
- May be asked to perform retail, sales and Customer Service duties at the Otter Shop if interested. Refer to Retail Store Associate job description.
- 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 assigned
Qualifications:
- High School Diploma or equivalent required.
- Strong written and verbal communication skills required.
EEO: Otter Products, LLC is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, national origin, disability, veteran status, or any other characteristic or status protected by law. For US Based Roles Only – Compensation Range Minimum: USD $16.50/Hr. For US Based Roles Only – Compensation Range Maximum: USD $16.50/Hr. Additional Total Rewards: Profit Sharing Program Eligible, Customer Service Performance Based Incentive Program Eligible, Benefits Eligible – Part Time (over 20 hours/week) – check out otterproducts.com/careers/why for more info
