Customer Service Support Representative (Hybrid)

Customer Service Support Representative (Hybrid)

BW Retail Solutions – Chesterfield, MI

What You'll Be Doing

Communicate with customers to provide product support and resolve issues for their powersports and lawn/garden parts and products questions.
Utilize various contact channels, including but not limited to email, website live chat, and phone to communicate with customers.
Plan and coordinate the analysis of common customer product support related issues with the Customer Service Manager to recommend solutions or improve efficiency.
Act as the subject matter expert to assist internal customer service representatives with product support related questions.
Post and maintain product training content available on any of the external sites and internal training content for customer service representatives.
Maintain knowledge of new and existing parts and products, warranties, and services offered by all company brands and websites.
Monitor incoming customer reviews on company websites to identify future internal training needs.
Coordinate and support roll-out of new product support related internal procedures and training customer service representatives.
Uphold personal key performance indicators, such as First Response Time, Average Handle time, and Quality driven metrics, to satisfy business service level agreements with our customers.

What We'll Need from You

Minimum one year of experience working in a Product Support role or equivalent experience working in a customer service role in the outdoor powersports/power equipment industry is required.
High school diploma, GED, or suitable equivalent.
Ability to multitask between different systems.
General understanding of Google Workspace, including Gmail, Google Sheets and Google Sites.
Ability to handle multiple contact channels, including telephone, chat and emails.
Strong analytical skills to solve complex business problems.
Exceptional written and verbal communication skills.
Get-it-done attitude and approach.
Thinks independently with a strong understanding of priority and time management.
Ability to manage the hybrid model and the impact it has on day-to-day operations, including the ability to facilitate in-person and virtual meetings successfully.
Ability to read schematics and/or technical drawings.
Knowledge of Warehouse Management Software (WMS) software is a plus!

Pay Range

$18.50 - $19.50/hr

When and Where You'll Be Working

BW Retail Solutions – Chesterfield, MI
Training Schedule: Monday–Friday, 9:00 AM – 4:00 PM (in-office)
Operating Hours: Sunday–Saturday, 8:00 AM – 6:00 PM
Scheduling: Shifts may vary and can include mornings, evenings, and weekends
Weekend Requirement: Weekend availability required; rotating weekends off provided
Hybrid Schedule: Eligible after successful completion of training (typically 3 days remote / 2 days in-office, up to 5 days in-office as needed)
Remote Work Requirements: Must have a secure, distraction-free home office and reliable high-speed internet

Why You'll Love Working Here

100% Employer Paid Medical Insurance, Dental, Short-Term Disability, and Life Insurance.
Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance.
401(k) with 100% Employer match up to 3% employee contribution + 50% Employer match up to an additional 2% of employee contribution.
Long-term opportunity in a growing, family-oriented company, and paths for advancement as skills grow.
Excellent pay and competitive benefits. Employee events hosted throughout the year - from lunches to team-building events to golf outings to the annual company holiday party.
Work in an environment that promotes continuous learning and development.
Tuition Reimbursement, Employee Referral Bonus, Employee Discounts, Employee Assistance Program.
Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes.
Competitive paid time off package plus 6 annual paid holidays.

About Us

BW Retail Solutions is a trusted leader in end-to-end eCommerce retail brand management. Founded in 2017, we combine time-tested values with modern innovations to adapt to an ever-changing consumer landscape. We now manage over one million transactions per year by retailing the top brands in the outdoor power equipment and powersports industries. Through innovation and a customer-centric approach, we continue to elevate the e-commerce shopping experience for new and loyal customers alike. At BW Retail Solutions, we are proud of our strong culture that is built on collaboration, integrity, and adaptability. As we grow, so does our commitment to creating a workplace where people are empowered to learn, contribute, and thrive.

Visit our website to find out more at http://www.bwretail.com/

BW Retail Life: BW Retail Life

We are an equal opportunity employer and will not unlawfully discriminate on the basis of race, color, sex, national origin, age, religion, marital or veteran status, the presence of a medical condition or handicap, height, weight, arrest record or any other protected status in the hiring, payment, discipline, or promotion of employees.

Similar jobs