Remote Building Supplies Customer Support Specialist

KEEN, Inc.; New Hampshire; Remote; USD 23,000 - 32,000; Full time

Job summary

KEEN, Inc. is seeking a Fan Services Representative to deliver an exceptional fan experience via phone, email, and chat. You will respond to inquiries, answer product questions, and help fans with orders, returns, exchanges, and warranty claims.

Leveraging product knowledge, you will provide information to support informed purchases and identify revenue opportunities. The role requires strong communication, empathy, and a team-player attitude, with flexibility in hours.

Qualifications

• High School Diploma or GED 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.
• Travel Required: No

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

Communication skills

Empathy

Problem solving

Detail oriented

Team player

Education

High School Diploma or GED

Job description

KEEN, Inc. is seeking a Fan Services Representative to deliver an exceptional fan experience via phone, email, and chat. You will respond to inquiries, answer product questions, and help fans with orders, returns, exchanges, and warranty claims.

Leveraging product knowledge, you will provide information to support informed purchases and identify revenue opportunities. The role requires strong communication, empathy, and a team-player attitude, with flexibility in hours.