Product Services Representative I

Enjoy helping customers and finding solutions? Join our team as a Product Services Representative I! In this role, you'll assist customers with product repairs, exchanges, and warranty questions while providing responsive support and helping ensure a positive customer experience.

Essential Functions: include the following. 

• Provide professional and responsive customer support through phone, email, and other communication channels
• Process product repair, exchange, and warranty requests in accordance with established procedures, while keeping customers informed of service status and expectations
• Receive, inspect, package, and ship products in accordance with established handling and shipping procedures

Job Functions: include the following. Other duties may be assigned.

• Communicate with customers regarding repair estimates, applicable charges, and service requirements
• Process sales orders associated with warranty-related services
• Create, maintain, and update customer records, service documentation, and related information accurately and timely
• Maintain accurate inventory, product, and service records
• Research and resolve customer issues requiring coordination and communication across multiple departments
• Follow established company policies, procedures, and documentation requirements; escalate complex or unresolved issues to the appropriate department or level of management
• Maintain organized inventory, work areas, and service-related materials to support efficient operations
• Identify opportunities to improve processes, efficiency, and the overall customer experience, and communicate recommendations to appropriate team members or management

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Required Education and Experience: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• High school diploma or GED required
• 1-3 years of experience in customer service or customer support role required; experience with product support, shipping, inventory management, or related field preferred
• 1-3 years of experience using customer service software and Microsoft Office Suite
• Strong verbal and written communication skills, with the ability to communicate professionally and effectively with customers and internal team
• Demonstrated ability to manage multiple tasks, prioritize responsibilities, and effectively manage time in a fast-paced environment
• A positive attitude and a genuine desire to help others
• Ability to work in fast paced environment, working independently and collaboratively with a team
• Strong problem-solving skills and high attention to detail

Travel

This position does not require travel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the

essential functions.

This role requires regular sitting, standing, and walking throughout the workday. Requires the frequent use of hands and fingers to operate a computer, keyboard, telephone, and other standard office equipment. The employee may occasionally be required to lift, carry, or move materials or equipment weighing up to 50lbs. Work is performed in a combination of a typical office setting and a manufacturing/warehouse environment.

REI upholds the highest standards of ethical recruitment, fostering a transparent, inclusive, and respectful hiring experience for all candidates. Our commitment to ethical recruitment is rooted in REI principles of fairness, integrity, and equal opportunity.