Experienced Customer Service Representative – Live Chat and Email Support Specialist for Leading Outdoor Power Equipment Manufacturer

Introduction to FNA Group and Our Vision

FNA Group is a world-class, leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment, renowned for its highly acclaimed brands such as Simpson, Delco, and CRX. With exclusive licenses from recognizable brands like DeWalt, Stanley Black & Decker, and Craftsman, FNA Group strengthens its market presence and awareness. As a dynamic organization experiencing unprecedented growth, we attribute our success to our ability to attract and retain highly talented associates who share our vision for excellence and customer satisfaction.

Job Overview: Customer Service Representative – Chat and Email

We are seeking an experienced and skilled Customer Service Representative to join our growing product support team. This is a fully remote role, offering the flexibility to work from anywhere, and comes with a competitive salary and attractive benefits. As a Customer Service Representative, you will be the face of our company, communicating with our customers via live chat and email, and serving as a brand ambassador to our consumers. Your primary goal will be to provide timely and accurate responses to customer inquiries, leveraging your superior product technical knowledge and resources to resolve consumer product questions and avoid unnecessary service calls.

Key Responsibilities:

• Provide timely and accurate responses to live chat and email inquiries into all FNA Group products, ensuring professional and efficient communication.
• Effectively present and make recommendations on products, conveying quality, integrity, and a superior understanding and delivery of consumer needs.
• Manage consumer interactions professionally, efficiently, and with good communication skills, exhibiting empathy when appropriate.
• Research and understand the consumer and competitive marketplace, staying up-to-date with industry trends and developments.
• Accurately document customer interactions, comments, and details with limited errors, ensuring seamless communication and follow-up.
• Provide back-up support for other areas as necessary, demonstrating flexibility and a team-oriented mindset.
• Complete other duties as assigned, contributing to the overall success of the product support team.

Essential Qualifications:

To be successful in this role, you will need to possess the following essential qualifications:

• Good typing speed with proper spelling and use of grammar, ensuring clear and concise communication.
• Strong attention to detail with excellent written and verbal communication skills, enabling effective interaction with customers and internal stakeholders.
• Ability to apply effective intermediate computer skills, including live chat, and Microsoft Office applications such as Outlook, Word, and Excel.
• Ability to understand/read equipment drawings and look up parts in Illustrated Parts Lists (IPLs), demonstrating a basic understanding of technical documentation.
• Detail-oriented with a focus on quality and accuracy, ability to multitask, and work independently as well as part of a team.

Preferred Qualifications:

While not essential, the following preferred qualifications will be highly regarded:

• Familiarity with small engine maintenance and repair, with pressure washer experience being a significant advantage.
• Working mechanical knowledge, including the use of tools, enabling a deeper understanding of our products and customer needs.
• Customer Engagement Center experience, demonstrating a proven track record in customer service and support.
• Bilingual communication skills in Spanish and English, allowing you to interact with a broader range of customers and provide more effective support.

Education and Certification:

A High School diploma or equivalent is required, while a college degree is highly desirable. We value a great attitude and a willingness to learn above all, so if you don't meet every single requirement, don't hesitate to apply.

Career Growth Opportunities and Learning Benefits:

At FNA Group, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and knowledge and advance your career. You will be part of a dynamic and supportive team, with a culture that encourages collaboration, innovation, and excellence.

Work Environment and Company Culture:

Our company culture is built on a foundation of respect, integrity, and teamwork. We value diversity and inclusivity, and we are committed to creating a work environment that is engaging, challenging, and rewarding. As a remote worker, you will be part of a virtual team, with regular communication and collaboration with your colleagues and supervisors.

Compensation, Perks, and Benefits:

We offer a competitive salary and a range of benefits, including health insurance, retirement savings, and paid time off. You will also have access to a range of perks, including employee discounts, recognition programs, and opportunities for professional development and growth.

Conclusion:

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative – Chat and Email, you will be part of a dynamic and growing team, with a company that values its employees and is committed to their growth and development. Don't hesitate – submit your application today and take the first step towards an exciting and rewarding career with FNA Group!