What are the responsibilities and job description for the Product Support Rep position at Rust-Oleum Corporation?
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:
REQUIREMENTS:
From big benefits to small, we take care of our associates! After 30 days of employment, you will be eligible for a benefits package that includes medical, dental, life, disability and business travel insurance, flexible spending accounts, EAP, stock purchases and vacation/sick days/parental leave.
We also offer a 401(k) plan after three months of employment.
Associates are vested in the RPM Pension plan after completing five years of service.
Rust-Oleum offers 9 paid holidays and one floating holiday per year.
You are also eligible to earn three weeks of vacation on an annualized basis.
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.
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.
REQUIREMENTS:
- 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
From big benefits to small, we take care of our associates! After 30 days of employment, you will be eligible for a benefits package that includes medical, dental, life, disability and business travel insurance, flexible spending accounts, EAP, stock purchases and vacation/sick days/parental leave.
We also offer a 401(k) plan after three months of employment.
Associates are vested in the RPM Pension plan after completing five years of service.
Rust-Oleum offers 9 paid holidays and one floating holiday per year.
You are also eligible to earn three weeks of vacation on an annualized basis.
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.
Location/Region: Kenosha, Wisconsin
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