Customer Service Representative

Location:

CATNO: Carrier-Home Tennessee Remote Location, Remote City, TN, 37010 USA - KGS

Customer Service Representative

As North America’s #1 home fire safety brand, Kidde's mission is to provide solutions that protect people and property from the effects of fire and its related hazards. For more than 100 years, people have relied on Kidde to deliver superior fire detection and suppression.

About this role

A Customer Service Representative (CSR) is responsible for interacting with customers to provide information in response to inquiries, address complaints, and resolve issues. Their role is critical in maintaining customer satisfaction and loyalty.

Key Responsibilities

Customer Interaction:

• Handle inbound and outbound calls, emails, or chat inquiries from customers.
• Respond to customer inquiries regarding products, services, policies, and account information.
• Provide accurate and efficient information to resolve customer concerns.

Issue Resolution:

• Troubleshoot issues, identify problems, and work towards resolving customer complaints.
• Escalate unresolved issues to the appropriate departments, when necessary.

Order Processing and Account Management:

• Assist customers with placing orders, processing returns, and tracking shipments.
• Update customer accounts and maintain accurate records of interactions.

Documentation and Reporting:

• Document all customer interactions, including questions, complaints, and resolutions, into the system.
• Generate reports on common customer service issues and communicate trends to management.

Policy and Process Adherence:

• Stay updated on company policies, procedures, and product updates.
• Ensure compliance with company standards in customer interactions.

Feedback and Improvement:

• Collect customer feedback and relay it to the appropriate teams to help improve services and products.
• Participate in training sessions and meetings to enhance customer service skills.

Basic Qualifications

• High School Diploma or GED
• 1+ years of customer service experience

Preferred Qualifications

• Excellent communication (verbal and written) and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively.
• Problem-solving skills and attention to detail.
• Proficiency with computers and customer relationship management (CRM) software.

Kidde Global Solutions is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.