Remote Building Supplies Customer Support Specialist

KEEN, Inc.; Lansing (MI); Remote; USD 23,000 - 32,000; Full time

Job summary

KEEN, Inc. is seeking a Fan Services Representative in Michigan to deliver exceptional fan experiences via phone, email, and chat. You will handle product questions, assist with orders and returns, and provide technical information to help fans buy confidently.

The role emphasizes empathy, problem solving, and independent work with flexible hours; remote work is supported and you may contribute to revenue opportunities while representing the KEEN brand.

Qualifications

• High School Diploma or GED is required.
• Previous customer service experience and internet call center preferred.
• Must be able to work independently with little supervision.
• Must be able to manage their own workload, time, and organize their responsibilities within the needs of the business.
• Advanced verbal and written communication skills.
• Must be flexible in working hours; this is a fluid working position, at times exceeding 40 work hours, to meet the needs of the business.
• Ability to respond to complex fan situations with empathy.
• A team player who can maintain positive working relationships.
• Excellent problem-solving skills.
• Detail oriented.
• Must have a positive attitude.
• Must be able to handle feedback from others. Including peers.
• Any equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis.

Responsibilities

• Responds to inbound customer communications by phone, live chat, and email politely and efficiently within a fast-paced environment.
• Answers product questions from fans and provides solutions based on individual needs.
• Assists fans in submitting internet orders, returns, exchanges, and warranty claims.
• Provides technical and/or product information to help fans make informed purchases and reduce the risk of return.
• Leverage product and technical knowledge to create revenue opportunities for the brand.
• Makes suggestions that improve internal processes and result in enhanced fan experiences.
• Acts as a brand champion

Skills

Customer service

Independent worker

Time management

Communication skills

Empathy

Problem solving

Detail oriented

Positive attitude

Team player

Feedback handling

Education

High School Diploma or GED

Job description

KEEN, Inc. is seeking a Fan Services Representative in Michigan to deliver exceptional fan experiences via phone, email, and chat. You will handle product questions, assist with orders and returns, and provide technical information to help fans buy confidently.

The role emphasizes empathy, problem solving, and independent work with flexible hours; remote work is supported and you may contribute to revenue opportunities while representing the KEEN brand.