Customer Service Representative

Otter Products is currently seeking Customer Service Representatives to join our world-class Customer Service team! In this role, you will represent the brand by being advocate of our products and core values by assisting our consumers via multiple platforms, including phones and email. Intrigued? Keep reading…

At Otter Products, we’ve thrown the script out, encouraging our Customer Service Representatives to provide an excellent consumer experience by engaging with everyone they assist using their stellar interpersonal skills. The Customer Service Representative fills much of their day answering a high volume of back-to-back incoming calls in a fast-paced atmosphere where assisting our consumers with passion and care is top priority. Our representatives assist consumers with questions surrounding product knowledge and warranties on all products, while also providing information and sales support about products that match the consumer’s needs. The Customer Service Representative may also be assigned to assist consumers through our email or chat channels.

A successful candidate will have a passion for customer service, a positive attitude, strong problem-solving skills, excellent written and verbal communication, and the ability to multitask accurately and effectively. You must know your way around basic IT equipment (see items detailed below), as you are expected to set up your remote workspace and 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:
  • 40 hours/week:
    • Monday - Friday, 8:00 AM to 5:00 PM
  • 32 hours/week:
    • Monday, Tuesday, Thursday, Friday, 8:00 AM - 5:00 PM; Wednesday off
    • Monday, Wednesday, Thursday, Friday, 8:00 AM - 5:00 PM; Tuesday off
    • Monday, Tuesday, Wednesday, Friday, 8:00 AM - 5:00 PM; Thursday off
  • Please note: This role requires you to participate in a quarterly shift bid, which could result in a possible schedule change based on business needs. A shift bid occurs to balance incoming volume and the agents’ schedule. Agents can indicate their preferences for upcoming available shifts based on their performance.

• Location Requirements:
  • As a Customer Service Representative, you will work 100% remotely.
  • Must live/work in Colorado or Wyoming, 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.

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:

• Efficiently assist consumers through multiple contact channels (phone, email and chat) with a positive attitude and desire to help in a thorough manner.
• Wholeheartedly assist consumers with warranties while providing a unique, positive, and overall delightful experience.
• Provide real-time product expertise to educate customers on technical knowledge of our products and to emphasize how our distinctive features benefit each consumer’s lifestyle.
• Accurately obtain and enter all relevant customer information and other data into the CRM with efficiency and attention to detail to avoid error and to ensure a “one touch resolution.”
• Cleary and effectively communicate with manager, support staff, IT and peers as needed.

• Abide by our Attendance Policy by maintaining a consistent and dependable record of attendance and punctuality.

• Adhere to all metrics that directly correlate to the department’s success, while meeting all performance-based Minimum Business Expectations.
• Embrace the power of feedback in a professional and supportive manner to your manager and peers to support continued success of the organization.
• Opportunity to support our consumers through 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 by actively contributing to a safe working environment.
• Other duties as assigned

Qualifications:

• High School Diploma or equivalent preferred.
• Strong written and verbal communication skills.

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 - Full Time- check out otterproducts.com/careers/why for more info

Skills

• Customer Service Representatives
• Atmosphere
• Communication Skills

Requirements

• Availability Full-Time
• Education Diploma
• Experience Fresh - 2 Year
• Gender No Preference