Associate Smart Home Support Specialist

The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers when they have product and warranty questions. This is a remote role. Regular hours are Monday through Friday from 8am to 7pm EST and 1 Saturday (9am-6:30pm) every 3rd week. Monday through Friday schedules are 8 hour shifts with the start time rotating weekly.  RESPONSIBLIITIES:Deliver exceptional customer experiences, enhancing the reputation of FBIN products through positive interactions.Manage inbound calls, accurately identifying issues and providing clear solutions for product and technical support.Use technology to assist consumers with product identification, troubleshooting, and guiding them through repair/installation processes.Resolve challenging consumer situations, ensuring positive outcomes for both the customer and FBIN.Meet or exceed daily performance targets in call quality, management, and productivity while following all processes and procedures.Accurately document customer interactions, product details, and troubleshooting efforts for efficient record-keeping.