JOB DESCRIPTION



Job Title: Product Support Representative


Location: Vernon Hills, IL


Department: Product Support


Reports To: Manager, Product Support Group


Direct Reports/Manages others: No


Weekly Hybrid Schedule: Monday- Wednesday are in office workdays for the team, Thursday and Friday are remote workdays.



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.



Summary:


As our Product Support Representative, after training, you will be the go-to problem solver for the end user of RO products.

You will determine each customer's needs, answer their questions, share product information and provide effective solutions to their challenges while delivering exceptional customer service.

This role is perfect for someone who thrives on no two days being the same, who loves solving problems, enjoys educating others and is passionate about providing exceptional customer service.




This call center is operational from 7am- 6 pm.

Flexible scheduling availability is required to accommodate our customers' needs.


Responsibilities:

• Communicates 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 issues.
• 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 problems and to determine possible causes.
• Collaborate with other departments in the organization on the investigation and documentation of reported issues.

• 3+ years' experience in customer service, preferably in a call center environment
• Outstanding listening and communication skills.
  
  Must possesses a strong customer focus
• 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
• Ability to incorporate technical knowledge, customer requirements, policy guidelines and situational information to resolve customer issues