Customer Support

• Answers high volume of incoming technical support inquiries for Baldwin electronic lock installers, distributors and consumers
• Supports general consumer inquiries, complaints and/or orders
• Accurately and quickly receive incoming electronic lock warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience
• Accurately and quickly utilize computer-aided CRM system, to create cases, trouble-shoot and document consumer product/warranty issues, and process warranty order fulfillment
• Ability to demonstrate a clear understanding of general electronics, electronic locks, and mechanical locks
• Excel in detailed level troubleshooting to mitigate Cost of Failure (COF)
• Serve as an information resource to internal customer
• Locate requested information through additional sources
• Provide continual closed loop feedback to Field Sales Engineer, Engineering, Quality, Marketing, and Sales continue to improve product and service offering
• Handle calls in standard Tech Service queue and Consumer Service queue as needed
• Support process warranties for legacy Baldwin product, and follow up on order inquiries as required
• Observe consumer survey and feedback operations providing appropriate best practice responses

Junior Technical Customer Service Representative

Associate Customer Support Rep, Vet

Customer Care Specialist

Part-Time Behavior Support Specialist

Director, Customer Support