Customer Service Technician

Rate is the 2nd-largest retail mortgage lender in the U.S., known for its industry-leading tools and customer service. The Customer Service Technician will serve as the lead service representative for Rate Outdoors, focusing on providing guidance to customers regarding sauna purchases and assembly while ensuring best-in-class service.

Responsibilities:

• Work with customers and suppliers to understand the products – especially saunas - so that you are able to answer questions and concerns by the consumer
• Use our materials and training tools, as well as supplier guidance and information, to ultimately help drive sales of the product as well as answer questions pre or post purchase
• Be the key point person for any customer having questions or issues with sauna assembly or installation. (providing guidance over the phone)
• Answer consumer requests for information so that we are providing best-in-class service to the end consumer
• Be sure you understand the installation needs for our products and communicate (from a distance) with local service teams as needed or requested by client
• Work with internal web team to be sure our instructions to customers are current and accurate
• Track assembly or service issues with the customers and be sure that our internal team is aware and, working with our Customer Service Manager to be sure our suppliers are adhering to their warranty obligations
• Keep an updated list of all customer service requests and insure they are promptly handled
• Take on customer scheduled video / phone requests about products / sauna purchasing

Requirements:

• Must have an understanding of carpentry and assembly of saunas, furniture or similar products
• Prefer experience within the sauna industry
• Woodworking and general how-to-build knowledge and a comfort with doing so is critical in this role
• Must also have an understanding the importance of service and customer assistance
• This role is remote, but you must be available during business hours to receive and respond to inquiries, calls and scheduled customer meetings by phone or online