Product Support Representative

Rust-Oleum Corporation; Vernon Hills (IL); On-site; USD 31,685,000 - 34,440,000; Full time

Benefits offered by this job

Medical & dental benefits

Life and disability insurance

401(k) plan

Paid holidays and floating holidays

Generous PTO

Job summary

Rust-Oleum Corporation in Vernon Hills, IL seeks a Product Support Representative. After comprehensive paid training, you will be the go-to problem solver for end users of RO products, determining needs, answering questions, sharing product information, and delivering exceptional customer service.

You will handle inquiries via phone, email, chat, or social media, document interactions, and collaborate with other departments to resolve issues while maintaining a strong customer focus.

Qualifications

• 3+ years' experience in customer service, preferably in a call center
• Outstanding listening and communication skills
• Strong customer focus and ability to think on your feet
• Ability to learn new software and systems quickly

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.

Skills

Customer service

Communication

Problem solving

Technical adaptability

Customer focus

Job description

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 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.

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. 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

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

Salary & Benefits

Salary Range: $23.00 - $25.00/hour

• 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.

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.