Consumer Care Representative

Overview

This role plays a key part in supporting customers, retail partners, and internal teams through various communication channels.

The role of Consumer Care Representative will handle inquiries from consumers, retailers and internal associates and ensure high-quality service delivery via phone, email, and chat.

Schedule:

• Monday to Friday, 8:30 AM – 5:00 PM.
• Working in an office located in Plano, TX (NOT a remote opportunity)

Responsibilities

• Respond to consumer, retail, and internal inquiries regarding rentals, products, and support issues via phone, email, and chat.
• Deliver empathetic, professional, and efficient customer service.
• Handle call escalations and assist in resolving conflicts with professionalism.
• Respond to consumer feedback through email and social media platforms.
• Accurately document all interactions using multiple computer systems and tools.
• Provide troubleshooting support to field and corporate teams.
• Liaise with stakeholders to update/revise information published online and in the Knowledge Base as product and procedure updates are made.
• Stay up to date with evolving policies, procedures, and service goals.
• Assist in the training of fellow customer care team members.
• Assist with the resolution of consumer carpet cleaning incidents, communicating with the consumer, operations and legal partners as needed.

Qualifications

REQUIRED COMPETENCIES

• Excellent verbal and written communication skills across phone, email, and chat platforms.
• Strong multitasking abilities; comfortable using multiple systems simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to adapt quickly in a fast-paced, ever-changing environment.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or GED (required).