JOB DESCRIPTION



Job Title: Product Support Representative


Location: Kenosha, WI Distribution Center


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