Deliver a positive consumer experience that strengthens brand perception and drives unsolicited word of mouth advocacy.
Manage inbound consumer calls to diagnose issues, determine root causes, and provide clear product and technical support solutions.
Use technology effectively to identify products, explain resolutions, and guide consumers through repairs or installation of service kits.
Navigate challenging or sensitive situations by negotiating solutions that create positive outcomes for both the consumer and Larson.
Maintain professional composure and communication throughout all interactions.
Consistently meet daily performance metrics, including call quality, call management, productivity, and adherence to established processes.
Accurately document consumer information, product details, and troubleshooting steps as required.
Performs other duties and/or special assignments as needed

High School diploma or equivalent required.
College degree or currently working towards the completion of a college degree is strongly preferred.
2 or more years’ experience in a contact center or other fast-paced customer service environment required.
Excellent professional communication skills required, both verbal and written.
Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus.
Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation.
Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.
Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.

Customer Service Representative

Key skills