Consumer Service Representative I

Company Culture:

At Crosley Brands, our call center environment breaks the mold of the traditional, high-stress call center. We emphasize a more casual, less stressful atmosphere where team collaboration is encouraged. New hires undergo extensive training to ensure they are well-prepared and confident. Our supervisors are always on hand to provide support, making it a workspace where employees genuinely feel valued and equipped to handle their roles effectively.

Company Benefits:

We don't just offer jobs; we offer careers enriched with benefits that make a difference. We understand that 'well-being' is a broad term, and we've tailored our employee benefits to cover the full spectrum of your life—personal, professional, and everything in between. We're thrilled to provide you with a package beyond standard offerings. Below, you'll find just a snapshot of what makes working with us not only rewarding but also fulfilling:

• Health Insurance (two plans, high deductible plan is company-paid)
• Dental, vision, accident, and critical insurance
• Company-paid life insurance and long-term disability
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• 401k Plan with a 3% company contribution
• Free mental health resources (EAP) and BetterHelp
• Pet insurance
• Product available at cost and opportunity to purchase items through payroll deduction
• Emergency loan options
• Bonus eligibility
• Hybrid work schedule (after successful completion of the probationary period)
• PTO after completion of a probationary period
• Volunteer Time
• Paid Jury Duty Leave
• Parental Leave
• Community Involvement
• Casual dress code
• Free Parking
• Complimentary refreshments (soda, water, and coffee)

Job Summary:

As a Consumer Service Representative at Crosley Brands, you'll be the first point of contact to resolve inquiries, process orders, and manage complaints about our range of consumer electronics and furniture products. This position is M-F, 8-5 PM. The salary range is $16.25-17 per hour.

Duties/Responsibilities:

• Provide exceptional Consumer Service by fielding an average of 50-60 phone calls and emails daily from our diverse consumer base.
• Respond to consumer inquiries promptly, enthusiastically, and tactfully.
• Resolve technical queries and guide consumers through the product return and repair process.
• Investigate and rectify consumer issues using established protocols, including but not limited to handling damaged products, incorrect shipments, and lost orders.
• Process returns authorizations by company policy.
• Achieve and maintain Consumer Service KPIs as outlined by the management team.
• Perform other duties as assigned.

• Strong verbal and written communication skills.
• Active listening and practical problem-solving abilities.
• Critical thinking in high-pressure situations.
• Exceptional Consumer Service skills with a focus on empathy and patience.
• Meticulous attention to detail.
• Social perceptiveness to understand consumer needs.
• Ability to de-escalate situations and resolve conflicts.

Education and Experience:

• High school diploma or equivalent.
• 1+ years of experience in Consumer Service or a similar consumer-focused role.

EEO Statement:

Crosley Brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties:

This job description is not exhaustive and may be subject to changes as needed.