Product Support Representative

Rust-Oleum Corporation; Kenosha (WI); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

Flexible spending accounts

EAP

Stock purchases

paid holidays

Floating holidays

401(k) plan

Pension plan

Job summary

Rust-Oleum Corporation in Kenosha, WI seeks a Product Support Representative to assist customers, diagnose product uses, and provide clear solutions after training. You'll handle calls, emails, and chats with a focus on accurate information and courtesy.

The role requires excellent listening and communication, strong customer focus, and the ability to learn new software quickly. Flexible schedule supports customer needs across channels and hours from 7am to 6pm.

Qualifications

• 3+ years' experience in customer service, preferably in a call center.
• Outstanding listening and communication skills.
• Strong customer focus and problem-solving mindset.
• Ability to analyze information and determine next steps quickly.
• Technical adaptability; learn new software and systems easily.
• Ability to work across channels (phone, email, chat, social).
• Flexible schedule to cover 7am–6pm operations.

Responsibilities

• Communicate with customers by telephone, email, chat or social media to provide product information and resolve issues.
• Use product documentation and training to support a wide range of products.
• Document customer interactions and actions taken.
• Gather relevant information to assess problems and causes.
• Collaborate with other departments on investigations and documentation.

Skills

Customer service

Active listening

Communication skills

Problem solving

Technical adaptability

Multi-channel support

Learn new software

Tools

CRM software

Product documentation

Job description

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)

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.

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.

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

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.

Requirements:

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

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 Opportunity Employment

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.