Consumer Services Representative - US

Kids II Inc.; Atlanta (GA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Flexible hours

Generous benefits

Job summary

Kids2, headquartered in Atlanta, is seeking a Consumer Services Representative to deliver top-of-the-line consumer support across brand channels. You will be the first contact for warranty support and assist with product assembly, use, and safety parameters.

You will collaborate with Product Integrity and Accounting to ensure timely resolutions, while helping caregivers and patrons build confidence in our brands.

Qualifications

• 2+ years of customer service experience.
• Ability to multi-task across multi-channel touchpoints.
• Strong verbal and written skills in English and Spanish.
• Professional, reliable and detail oriented.

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.
• Collaborate with cross‑functional teams such as Product Integrity, Product Development, and Accounting.

Skills

Customer service

Bilingual English/Spanish

Multitasking

Strong communication

Education

College, High School Diploma, or 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.

SUMMARY

The 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 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.

QUALIFICATIONS & EXPERIENCE

• 2+ years of customer service experience
• College, High School Diploma, or General Education Degree (GED)
• Demonstrate the ability to multi‑task while delivering exceptional customer support across multi‑channel consumer touchpoints
• Ability to thrive in a highly collaborative team environment requiring video, phone, and digital conversations
• A skillful self‑starter with concentrated time management skills
• Strong listening aptitude and ability to problem‑solve
• Must be professional, reliable, and have strong attention to detail
• Must have strong verbal and writing skills in English and Spanish

COMPUTER/TYPING SKILLS

• Proficiency 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 plus

PHYSICAL DEMANDS

While 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 ENVIRONMENT

We 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 Kids2 is a global company that designs solutions to help early‑stage parents and families create tiny wins that build bright futures. The Kids2™ brand portfolio includes the leading infant, baby, and toddler brands Baby Einstein®, Bright Starts®, and Ingenuity®. Headquartered in Atlanta, Kids2 spans globally with 12 offices on four continents serving customers in more than 90 countries and has been inventing and reinventing baby products for 50 years. Led by CEO Ryan Gunnigle, it operates with an agile start‑up approach, which fosters the company’s growing success.