Consumer Service Representative

About the jobProtecting what matters mostAt Britax, we’ve been protecting children on the road since 1966. Our mission is to provide safe, comfortable, sustainable, and easy-to-use child mobility solutions. From our very first child car seat to today’s innovative range, we’ve helped protect millions of children around the world on their journeys.With over 50 years of industry leadership, we’re proud to empower parents through our expertise – giving them the confidence and peace of mind to enjoy smooth, safe family travel every day. Our products deliver premium safety, comfort, and quality at every stage of childhood, from newborn to 12 years.Our team is dedicated to working together to drive innovation and uphold the highest standards of safety and quality.Driven by our values – Care, Trust, and Curious – we continuously strive to improve and make a positive impact, not only by protecting children but also the world they grow up in.Join USWe’re looking for passionate, qualified people who share our vision that every child has the right to be safe. Join us in shaping the future of child mobility – and help us protect what matters most.POSITION TITLEConsumer Service RepDEPARTMENTConsumer Services (CQS)REPORTS TOConsumer Services ManagerWAGE RANGE$20-$21 per hourPOSITION OBJECTIVE:The Consumer Service Representative will be the primary point of contact for Britax consumers. Consumer Service Representatives deliver professional, accurate, and timely assistance through telephone, email, live chat, and other approved communication channels. This position resolves routine consumer inquiries while prioritizing safety, customer satisfaction, accurate documentation, and timely follow-up.SCHEDULE:The regular work schedule is Friday through Tuesday, with Wednesday and Thursday as scheduled days off. Following training, Saturday and Sunday shifts will be worked remotely. Work schedules, hours, and locations are subject to change based on operational requirements, with advance notice provided.DUTIES & ACCOUNTABILITIES:Assist consumers with product information, warranty coverage, registrations, recalls, orders, returns, and general support.Resolve inquiries during the initial interaction whenever possible, demonstrating empathy, professionalism, and sound judgment.Create, update, and manage consumer cases in approved CRM systems, ensuring accurate documentation, timely follow-up, and case ownership.Identify and promptly escalate safety concerns, potential product defects, complex inquiries, and issues requiring higher-level support.Meet established expectations for service quality, responsiveness, productivity, accuracy, and customer satisfaction.Collaborate with team members, follow established procedures, participate in training, and support continuous improvement initiatives.COMPETENCIES, KNOWLEDGE & SKILLS:Skills and AttributesCustomer service or related experience preferred; experience supporting consumers by phone, email, or digital channels is beneficial.Basic computer proficiency required; CRM and order management system experience preferred.Strong verbal and written communication, active listening, and problem-solving abilities.Ability to manage multiple priorities, maintain accurate records, and exercise sound escalation judgment.Commitment to consumer safety, teamwork, adaptability, and delivering a positive customer experience.Computer and data entry skills, including Microsoft Office (Word, Excel, PowerPoint, etc.).Ability to process and communicate technical information.Ability to communicate across all levels, including leadership, consumers, and associates.