Customer Support Specialist - Outdoor Power Equipment

Job Summary: 

We’re looking for a Customer Support Specialist with a passion for helping others and a working knowledge of outdoor power equipment and small engines. In this role, you’ll be the friendly, knowledgeable voice that supports our customers, resolves their concerns, and ensures they receive the high-quality service they expect. 

You’ll need to be calm under pressure, confident in troubleshooting common product issues, and committed to delivering a great customer experience every time. 

Supervisory Responsibilities 

none 

Duties/Responsibilities: 

• Handle a minimum of 35 inbound calls and cases daily, with the expectation to take on additional calls or cases as needed, delivering solutions in a clear, courteous, and timely manner. 

• Provide expert guidance to customers on product issues, usage, or warranty questions. 

• De-escalate and resolve concerns with empathy, patience, and professionalism. 

• Stay up to date on product knowledge, with a strong understanding of common troubleshooting techniques for outdoor equipment and small engines. 

• Accurately document customer interactions in our CRM system to maintain thorough records. 

• Partner with teammates and cross-functional departments to share insights and improve customer support processes. 

Required Skills/Abilities:  

• Excellent communication skills—both listening and speaking—with a natural ability to reassure and guide. 

• Strong problem-solving abilities and attention to detail. 

• Calm, solution-oriented approach to customer concerns and escalations. 

• Proficiency with computer systems and software applications. 

• A strong sense of accountability and teamwork. 

• Ability to function well in a high-paced and at times stressful environment. 

Education and Experience: 

• High school diploma or equivalent. 

• At least 1-year related experience required (Customer Service, Call Center, Small Engine / Outdoor Power Equipment Troubleshooting) 

• Netsuite experience is a plus 

• Familiarity with CRM tools and basic troubleshooting steps for mechanical or technical products. 

Physical Requirements:  

• Prolonged periods of sitting at a desk and working on a computer. 

• Must be able to lift up to 50 pounds at times.  

Compensation Package 

Strong benefits 

Multiple medical plans including HSA availability with company contributions 

• Company paid disability & life insurance coverage  

• Generous 401k matching 

• Competitive pay  

• Casual atmosphere/dog-friendly environment