Full-Time Customer Solutions Representative

Customer Solutions Representative

The Master Lock Consumer Service team comprises front-line professionals dedicated to ensuring exceptional customer experience. They are the direct point of contact between our company and our customers.

YOUR ROLE: As the Customer Solutions Representative, you are Master Lock's voice for consumers with product or warranty inquiries. You provide excellent customer service and receive virtual training on Larson products.

Before completing training, you will be paired with a seasoned teammate for preparation.

Benefits:

• Competitive starting rate of $37,000/yr ($17.79/hour)
• Comprehensive benefits (medical, dental, vision, annual bonus, paid time off, 401K, profit sharing, product discounts)
• 100% remote position
• All necessary equipment provided

Training Details:

• Next training starts in January
• Training hours: 8:30 AM - 5:00 PM CST (Monday-Friday)
• Contact center hours: 8:30 AM - 5:00 PM CST (Monday-Friday)

Responsibilities:

• Provide consumer experience that generates positive word-of-mouth advertising
• Handle inbound consumer calls for product and technical support
• Identify and resolve consumer issues
• Utilize technology for product identification, resolution explanation, technical support, and repair/installation guidance
• Negotiate solutions in challenging situations for a positive outcome for both parties
• Maintain professional composure
• Achieve daily metrics in call quality, call management, and productivity
• Adhere to all processes and procedures
• Record consumer demographics, product info, and troubleshooting efforts
• Perform other duties as needed

Qualifications:

• High school diploma or equivalent
• College degree preferred
• 2+ years experience in contact centers or fast-paced customer service
• Excellent verbal and written communication skills
• Proficient in Microsoft Office Suite (Outlook, Word)
• Experience with Microsoft Teams is a plus
• Ability to thrive in a focused, low-mobility work environment
• Positive attitude, flexibility, and teamwork
• Meet internet speed requirements
• Pass background and drug tests
• Safe and secure workspace
• Adherence to the department's Remote Work Policy

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