Consumer Services Representative

Kids II Inc.; Atlanta (GA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Flexible hours

Generous benefits

Team activities

Job summary

Kids2 in Atlanta, GA is seeking a Consumer Services Representative to deliver top-tier support across phone, email, and social channels. You will be the first point of contact, guiding customers on product assembly, usage, and troubleshooting, while aligning with cross-functional teams to ensure quick resolutions.

The role requires at least 2 years of customer service experience, bilingual English/Spanish, strong listening and problem-solving skills, and proficiency in Microsoft Office and CRM

Qualifications

• 2+ years of customer service experience.
• Ability to multi-task across multi-channel touchpoints.
• Professional, reliable with strong attention to detail.

Responsibilities

• Directly manage incoming and outgoing consumer calls to action support within a defined standard.
• Review, process, and accurately archive a high volume of consumer email inquiries with sensitivity
• Conduct exchanges with consumers through social applications using guided canned responses
• Extend product troubleshooting as appropriate for our consumers, collaborating with other teams
• Record product quality notices, initiate consumer refunds, and submit replacement orders within company guidelines
• Ensure timely resolution for each consumer contact
• Express due diligence with individual review of outstanding guest claims
• Coordinate product returns using an online courier scheduling system when business guidelines deem necessary.
• Collaborate with cross-functional teams such as Product Integrity, Product Development, and Accounting
• Deliver quality engagement and foster positive connection-building with caregivers and patrons
• Other duties and responsibilities as assigned.

Skills

Customer service

Bilingual EN/ES

Multitasking

Team collaboration

Verbal & written communication

Typing 60 wpm

Microsoft Word

Excel

PowerPoint

CRM experience

Education

High School Diploma / GED

Tools

Microsoft Word

Excel

PowerPoint

Microsoft Dynamics CRM

Job description

At Kids2, we’re really good at what we do. And when we’re great at our jobs, we help parents be great at their jobs.Parenting is demanding, and that’s where we come in. We want to reimagine how brands can make it easier for early stage parents – not by just selling them products, but by providing holistic solutions that transcend borders, categories and aisles.No matter our title or department, at Kids2, our job is to create more tiny wins for parents, so they can create bright futures for their little ones. That’s a big task!We’re serious about what we do, AND we love to have fun. Our team is hardworking, entrepreneurial, and passionate about helping families create millions, if not billions of tiny wins.SUMMARYThe Consumer Services Representative connects with interdepartmental teams to observe, support, and communicate product experiences. The role focuses on delivering top-of-the-line consumer support across each brand channel. This role is highly responsive and crucial in increasing engagement and ensuring satisfaction. The representative guides on general information, product assembly, use, and troubleshooting and advises on important safety parameters. The team member is the first point of contact when fulfilling warranty support. PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:Directly manage incoming and outgoing consumer calls to action support within a defined standard.Review, process, and accurately archive a high volume of consumer email inquiries with sensitivityConduct exchanges with consumers through social applications using guided canned responsesExtend product troubleshooting as appropriate for our consumers, collaborating with other teamsRecord product quality notices, initiate consumer refunds, and submit replacement orders within company guidelinesEnsure timely resolution for each consumer contactExpress due diligence with individual review of outstanding guest claimsCoordinate product returns using an online courier scheduling system when business guidelines deem necessary.Collaborate with cross-functional teams such as Product Integrity, Product Development, and AccountingDeliver quality engagement and foster positive connection-building with caregivers and patronsOther duties and & responsibilities as assigned.QUALIFICATIONS & EXPERIENCE2+ years of customer service experienceEDUCATION & SKILLSCollege, High School Diploma, or General Education Degree (GED)Demonstrate the ability to multi-task while delivering exceptional customer support across multi-channel consumer touchpointsAbility to thrive in a highly collaborative team environment requiring video, phone, and digital conversationsA skillful self-starter with concentrated time management skillsStrong listening aptitude and ability to problem-solveMust be professional, reliable, and have strong attention to detailMust have strong verbal and writing skills in English and SpanishCOMPUTER/TYPING SKILLSProficiency in typing, with a minimum of 60 words per minute, is required.Experience in Microsoft Word, Excel, and PowerPoint is essential.Microsoft Dynamics CRM a plusPHYSICAL DEMANDSWhile performing the duties of this job, the employee is regularly required to sit; have flexible use of hands; and talk or hear.The employee is occasionally required to stand, walk, and reach with hands and arms.The employee must occasionally lift and/or move up to 50 pounds.Specific vision abilities required by this job include close vision, and color vision.WORK ENVIRONMENTGeneral office environmentWe offer competitive pay, flexible hours, and generous benefits. Plus, to keep things fun (because we are all kids at heart), we offer a host of team member activities and philanthropic efforts throughout the year and company-wide awards and recognition for a job well done!Check out our website at www.kids2.com and our social media pages on LinkedIn, Facebook and Instagram for more information and open positions in the career section.Drug Free Workplace M/F/D/V