Remote New

Customer Care Coordinator

Otter Products, LLC

parental leave, paid time off, 401(k), retirement plan, profit sharing

United States

Apr 04, 2025

Customer Care Coordinator

Job Locations

US-Remote

Category

Customer Service/Support

Posting closes

4/9/2025

Hybrid status

Remote = Work is completed remotely

Overview

Otter Products is hiring a Customer Care Coordinator to join our amazing Customer Care team! The Customer Care Coordinator is the backbone of what makes Customer Service the most trusted brand on the market. The Care Coordinator works hard to make sure that every customer feels and experiences these core values. In this role, you will support the customer and your peers from the inside out by conducting training sessions, mentoring your peers, and finding solutions for any problem that comes your way.

About Otter Products

Otter Products, we grow to give. From our founder's garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation.

Through our industry-leading brands - OtterBox, Liviri and OtterCares - we provide our partners the number-one selling and most trusted products in our categories. Our philanthropic spirit is the foundation on which we foster our partner relationships, allowing us to grow and to give - together.

By way of our charitable arm, the OtterCares Foundation, we support our communities and invest in our future through education that inspires kids to change the world.

And even as our global community of Otters continues to grow, our founder's core values are still at the heart of everything we do. We measure our success by our ability to give back to our communities and strengthen opportunities for all.

For more information visit otterproducts.com

Responsibilities

Manage the customer service internal helpline with a positive attitude, accuracy, efficiency, and attention to detail taking upwards of 100 calls per day

Own escalated customer situations and make decisions as necessary to deescalate and protect the brand as Tier 2 support
Assist in new hire training, including but not limited to facilitating CCC team presentations, escalation, phone and Unassigned Case Queue (UCQ) process
Involved with continued education, including but not limited to assisting with agent coaching, mentoring, one-on-ones, and call reviews
Facilitate timely communication between assigned Associate Manager and agents with regard to training needs
Maintain customer-facing communication and follow up including but not limited to customer order modifications, Better Business Bureau submissions, executive and social media escalations
Serve as back-up support for the CS Support Coordinator workload as needed
Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment.
Other duties as assigned

Qualifications

High School diploma or equivalent is required
Minimum one year of experience in customer service required

EEO

Otter Products, LLC is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, national origin, disability, veteran status, or any other characteristic or status protected by law.

For US Based Roles Only - Base Compensation Range Minimum

USD $20.00/Hr.

For US Based Roles Only - Base Compensation Range Maximum

USD $23.50/Hr.

Additional Total Rewards

Otter Products offers a robust benefits package to eligible employees including medical, dental, vision, basic life, voluntary life, long-term and short-term disability, employee assistance program, flexible spending accounts, health savings account, and 401(k) retirement plan. Additionally, for eligible employees, we offer accrued paid time off based on seniority, volunteer time off, parental leave, bereavement leave, company holidays, and years of service awards. Check out otterproducts.com/careers/why for more info., This position is eligible for the Profit Sharing Program.