Product Specialist-Product Support Team

Looking for a company where you can be part of the team assisting customers with your product expertise and problem solving skills? Want to become an expert in Kegerators, Wine Refrigerators and other small appliances? If you’re interested in joining a small team dedicated to customer service and product support, join Living Direct as part of the Product Support Team for our marquee brands EdgeStar, Avallon and Koldfront. We want people passionate about providing the best service experience to our customers to join our team. We aspire to make great things possible for each other, our customers, and for you. We’ve been doing this for over 17 years and we’re just as passionate about it today as the day we started. A DAY IN THE LIFE

• Provide engaging customer service and product support in a fast paced environment..
• Demonstrate a sound knowledge and understanding of incoming inquiries from all customer channels.
• De-escalate calls while delivering messages to customers that are sometimes difficult in a manner that creates a positive customer experience.
• Manage to performance metrics that may include average handle time, average response time and after call work activities in addition to standard department and company guidelines.
• Ability to independently make appropriate decisions while addressing the needs of the customer and company.
• Be involved with all aspects of product support, including troubleshooting, issue resolution and cross functional interaction with our Product Development and Technician Teams.

• Must have excellent written and verbal communication skills and the ability to manage conflict effectively.
• Demonstrated ability to handle multiple activities, with varying priorities, in a deadline-oriented environment.
• Must be empathetic to customer concerns and needs while also adhering to internal policies and objectives.
• Must be highly organized and flexible with a strong ability to work effectively with others.
• Computer literate - including MS Office skills - as well as the technical aptitude to learn new software and technology tools quickly.
• 1+ years of call center, customer service or warranty tech support related experience.

• Starting Pay is dependent on experience.
• Monday through Friday daytime schedule.
• Opportunities for growth.
• Health, vision and dental coverage.
• Paid vacation and sick time and paid holidays.
• 401k with Company matching.
• Additional benefits include tuition reimbursement, monthly company events or lunches, discounts on products, and casual dress code.

Living Direct, Inc. is a leading internet retailer specializing in consumer appliances, indoor air quality products, and wine and beverage coolers. Founded in 1999 as a source for compact appliances, Living Direct has maintained a core business philosophy that incorporates both a customer-focused approach to business and a customer-driven selection of products. Today, Living Direct is a multi-million dollar ecommerce enterprise that is wholly owned by Ferguson Enterprises and headquartered in Austin, TX. For more information please visit LivingDirect.com.