Customer Support Agent

* Please note that the shift we are hiring for is Monday-Friday, 12:00PM-9:00PM EST with rotating Saturdays *

Deliver Exceptional Customer Support

Acorn Stairlifts is seeking a customer-focused, solutions-oriented Customer Support Agent to serve as the primary point of contact for customers and dealers with installation, service, technical, and administrative questions or concerns. This role helps resolve issues, coordinate service needs, and ensure customers receive professional, timely support.

What You'll Do

Customer Support & Technical Assistance

• Serve as the primary point of contact for customers and dealers, resolving installation, service, technical, and administrative concerns; provide technical assistance and escalate advanced requests or complaints as needed.
• Complete incident reports, respond to voicemail and Tech Support Team email requests, and identify and escalate recurring service issues or product breakdowns.

Service Coordination & Administration

• Contact assigned customers 24 hours before service appointments, coordinate and cluster annual inspections, and help ensure each field team member has a minimum of three jobs per day.
• Assist with parts orders and service-call scheduling; document customer contacts and outcomes in the client database; determine warranty coverage, support field collections or provide accurate invoicing information to Finance, and process RMAs.

Safety & Team Support

• Follow health, safety, and security procedures, report potentially unsafe conditions, and use equipment and materials properly.
• Perform other related duties as needed to support the ongoing needs of the organization.

What We're Looking For

• Basic working knowledge of Microsoft Windows, proficient typing skills, and the ability to learn and use client database systems.
• Strong reading comprehension, clear speaking voice, and excellent verbal and written communication skills.
• A customer-centric mindset and the ability to listen actively, handle challenging conversations, and overcome objections professionally.
• Product knowledge and a methodical approach to troubleshooting.
• Professional telephone etiquette and the ability to maintain a positive, empathetic, and professional attitude with customers.

Education & Experience

• Associate degree or equivalent from a two-year college or technical school, or two to four years of related experience and/or training.
• An equivalent combination of education and experience will be considered.

About Acorn Stairlifts

Employing over 1,700 people worldwide, Acorn is the world's largest independent manufacturer and supplier of stairlifts, with sales in over 84 countries and offices on 4 continents. For more information, take a look at our social media pages: Acorn Stairlifts, Inc.

Ready to make a difference? Join Acorn Stairlifts and help customers maintain their independence at home. Apply today!

Acorn Stairlifts Inc. is an Equal Opportunity Employer.