Customer Service Representative

RTIC Outdoors LLC; Katy (TX); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Disability insurance

Life insurance

Paid parental leave

Tuition and professional development

Paid holidays

PTO

401(k) with company match

Job summary

RTIC Outdoors LLC is seeking a customer service professional to be the first point of contact for customers, handling inquiries with empathy and effective solutions. You will provide accurate information on products and policies, document interactions, and meet KPIs while working remotely after training.

The role requires strong communication, independence, and problem-solving abilities, with flexible hours including occasional evenings and weekends.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in customer service or call center environments preferred.
• Excellent verbal and written communication skills.
• Ability to work independently and manage tasks effectively in a remote setting.
• Strong problem-solving skills with the ability to think quickly under pressure.
• Proficient in the use of CRM platforms, customer service tools, and cloud-based phone systems.
• Reliable high-speed internet connection and a dedicated, quiet workspace at home.
• Flexibility to work varying schedules, including occasional evenings and weekends as needed.

Responsibilities

• Serve as the first point of contact for customers, providing professional, empathetic, and solution-focused support.
• Answer incoming contacts and respond to customer inquiries in a courteous and timely manner.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer concerns effectively, escalating complex or sensitive issues as appropriate.
• Document all customer interactions in internal systems with accuracy and attention to detail.
• Manage customer inquiries efficiently while meeting or exceeding key performance indicators, including call quality and productivity metrics.
• Maintain a quiet, distraction-free work environment during scheduled shifts.
• Stay current on product updates, promotions, and company communications through digital channels.
• Collaborate with team members virtually via chat, email, and video conferencing to support overall service goals.

Skills

Verbal communication

Written communication

CRM software

Remote work readiness

Problem solving

Organizational skills

Education

Associate's or Bachelor's degree preferred

High school diploma

Tools

Cloud-based phone systems

Job description

RTIC Outdoors is an outdoor lifestyle brand made for any adventure. We believe that there's always time for great friends and great outdoor moments-with great gear you can count on. That's why we engineer high-quality products, like coolers, drinkware, and outdoor gear, that are overbuilt, not overpriced. We push the boundaries of Direct-to-Consumer innovation and work with retailers to offer durable, premium products at the right price. As a leader in quality and value, RTIC Outdoors has become a top choice for outdoor enthusiasts and everyday adventurers alike. If you have a passion for the outdoors and enjoy a fast-paced environment, this is the place for you!

What You'll Be Doing Everyday...

• Serve as the first point of contact for customers, providing professional, empathetic, and solution-focused support.
• Answer incoming contacts and respond to customer inquiries in a courteous and timely manner.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer concerns effectively, escalating complex or sensitive issues as appropriate.
• Document all customer interactions in internal systems with accuracy and attention to detail.
• Manage customer inquiries efficiently while meeting or exceeding key performance indicators, including call quality and productivity metrics.
• Maintain a quiet, distraction-free work environment during scheduled shifts.
• Stay current on product updates, promotions, and company communications through digital channels.
• Collaborate with team members virtually via chat, email, and video conferencing to support overall service goals.

What You'll Need...

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in customer service or call center environments preferred.
• Excellent verbal and written communication skills.
• Ability to work independently and manage tasks effectively in a remote setting.
• Strong problem-solving skills with the ability to think quickly under pressure.
• Proficient in the use of CRM platforms, customer service tools, and cloud-based phone systems.
• Reliable high-speed internet connection and a dedicated, quiet workspace at home.
• Flexibility to work varying schedules, including occasional evenings and weekends as needed.

Work Arrangement:

This role begins onsite for training. Following successful completion of training and demonstration of satisfactory performance, employees may be eligible to transition to remote work. Remote work is contingent upon continued satisfactory performance and may be modified based on training, coaching, or business needs.

What We Offer...

• Health benefits include: medical, dental, vision, and mental health
• Disability insurance
• Life insurance
• Paid parental leave
• Tuition and professional development assistance
• Paid holidays
• PTO
• 401(k) with a company match and immediate vesting!

We have built a great business and are in the process of building a great company. RTIC Outdoors, LLC embraces diversity in our workforce and is committed to providing an environment of mutual respect. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. It's not just about compliance, it's about who you are and who you want to be.