Product Support Representative

Summary: As a Product Support Representative at Rust-Oleum, you will be responsible for discussing product information with customers, as well as assess customer complaints and determine causes.

Essential Duties & Responsibilities:

* Confer with customers by telephone, email or in person to provide information about proper selection of products and their use; help resolve product complaints.

* Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

* Check to ensure that appropriate changes were made to resolve customers' problems.

* Refer unresolved customer grievances to designated departments for further investigation.

* Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

* Resolve customers' product complaints by performing activities such as replacing product, refunding money, or forwarding information to the appropriate department for adjusting bills.

* Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

Required Skills

* Experience in customer service and/or experience in the coatings / chemical / industrial / consumer products industry

* Bilingual an added plus

* 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

* Outstanding negotiation skills

* Style which promotes atmosphere of openness and trust in communication

* 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