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Product Support Representative
4 months ago
Job Title: Product Support Representative
Location: Vernon Hills
Department: Customer Service
Reports To: Manager, Product Support Group
Direct Reports/Manages others: No
Hybrid Schedule: Our hybrid work environment includes two (2) remote days/week.
Rust-Oleum Corporation is a worldwide leader in protective paints and coatings for both home and industry. We offer a wide range of products including decorative fashion paints, durable industrial roof repair coatings and, of course, our famous rust-fighting formula that started it all.
JOB PURPOSE:
As our Product Support Representative, each challenge we encounter is a little different. You will be responsible for discussing product information with customers, as well as assess customer complaints and determine causes.
RESPONSIBILITIES:
- Communicate with customers by telephone, email, chat or social media channels to provide information about proper selection of products and their use, and to help resolve consumer complaints.
- Utilize product documentation as well as received training to support consumers across a wide assortment of products.
- Documentation of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
- Collaborate with other departments in the organization on the investigation and documentation of reported complaints.
- 3+ years experience in customer service, in a call center environment
- Ability to incorporate technical knowledge, customer requirements, policy guidelines and situational information to resolve customer issues
- Outstanding listening and communication skills
- Demonstrated ability to successfully 'think on your feet' - to analyze information received and quickly process it to determine what would be the appropriate next step in terms of additional information needed, appropriate resolution, or referral as beyond scope
- Technical adaptability; should have the ability to learn new software, systems, etc. easily
- Flexible scheduling to accommodate for proper coverage to meet our customers' needs
- Gains personal satisfaction from helping others; possesses a strong customer focus
Rust-Oleum is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class.
