Product Support Representative

Rust-Oleum Corporation; Vernon Hills (IL); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

Travel insurance

Flexible spending accounts

Employee Assistance Program (EAP)

Stock purchase plan

Generous PTO

Paid holidays 9.5 days

Floating holidays

401(k) after 3 months

RPM Pension after 5 years

Job summary

Rust-Oleum Corporation is seeking a Product Support Representative in Vernon Hills, IL. After training, you will be the go-to problem solver for end users, assessing needs, answering questions, sharing product information and delivering exceptional service.

You will handle inquiries across calls, email, chat and social channels and document all interactions. This role emphasizes adaptability, clear communication and a passion for helping customers.

Qualifications

• 3+ years of experience in customer service, preferably in a call center
• Outstanding listening and communication skills; 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 quickly
• Ability to apply technical knowledge, customer needs and policies to resolve issues

Responsibilities

• Communicate with customers via phone, email, chat or social channels to provide product information and resolve issues
• Use product documentation and training to support a wide range of products
• Document customer interactions and transactions with detailed notes
• Assess problem validity and determine possible causes and next steps
• Collaborate with other departments to investigate and document reported issues

Skills

Customer service

Active listening

Communication

Analytical thinking

Technical adaptability

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 Range: $23.00 - $25.00/hour

From big benefits to small, we take care of our associates!

• medical
• dental
• life
• disability
• business travel insurance
• flexible spending accounts
• EAP
• stock purchases
• generous PTO (vacation/sick days/parental leave)
• (9.5) paid holidays
• (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.