Product Support Representative

Rust-Oleum; Kenosha (WI); On-site; USD 47,840 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

401(k) plan

Paid time off

Job summary

Rust-Oleum Corporation seeks a Product Support Representative in Kenosha, WI to be the go-to problem solver for end users after extensive training. You will determine customer needs, answer questions, share product information and deliver effective solutions while delivering exceptional service.

This role requires 3+ years in customer service, strong listening and communication skills, and the ability to learn new software quickly. Training hours are provided and the schedule runs 9:00am–5:30pm.

Qualifications

• 3+ years’ experience in customer service, preferably in a call center environment.
• Outstanding listening and communication skills. Must possess a strong customer focus
• Demonstrated ability to think on your feet – analyze information and determine next steps
• Technical adaptability; ability to learn new software and systems easily
• Ability to incorporate technical knowledge, customer requirements, policy guidelines and situational information to resolve customer issues

Responsibilities

• Communicates with customers by telephone, email, chat or social media to provide information and resolve issues.
• Utilizes product documentation and training to support consumers across products.
• Documents customer interactions and transactions, recording inquiries, complaints, and actions taken.
• Obtains and examines relevant information to assess problem validity and determine causes.
• Collaborates with other departments on investigation and documentation of issues.

Job description

Job Title: Product Support Representative

Location: Kenosha, WI

Department: Product Support

Reports To: Manager, Product Support Group

Direct Reports/Manages others: No

Weekly Schedule: Hours are 9:00am - 5:30pm (training hours 8:00am - 4:30pm)

Company Overview

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. Check out https://www.rustoleum.com for all the products and brands under the Rust‑Oleum umbrella.

Summary

As our Product Support Representative, after extensive (paid) 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.

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.
• Utilizes product documentation as well as received training to support consumers across a wide assortment of products.
• Documents customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Obtains and examines all relevant information to assess validity of problems and to determine possible causes.
• Collaborates with other departments in the organization on the investigation and documentation of reported issues.

Requirements

This call center is operational from 7am-6pm. Flexible scheduling availability is required to accommodate our customers’ needs.

• 3+ years’ experience in customer service, preferably in a call center environment
• Outstanding listening and communication skills. Must possess 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

Compensation

Salary Range: $23.00 - $25.00/hour

Benefits

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 generous PTO (vacation/sick days/parental leave). Rust‑Oleum offers 9.5 paid holidays and 2 floating holiday per year.

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.

Equal Employment Opportunity

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.