Product Support Representative (Hybrid - Vernon Hills, IL)

The Mom Project is excited to partner with Rust-Oleum in their search for a Product Support Representative. This role is hybrid (3 days onsite and 2 days remote/week) in Vernon Hills, IL.

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 and finishes, durable industrial, roof repair and flooring coatings and, of course, our famous rust-fighting formula that started it all.

As our Product Support Representative, each challenge we encounter is a little different. You will be responsible for discussing product information with customers, as well as assess customer complaints and determine causes.

Responsibilities:

• Communicate 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 complaints.
• 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 complaints and to determine possible causes.
• Collaborate with other departments in the organization on the investigation and documentation of reported complaints.

Qualifications:

• 3+ years experience in customer service, in a call center environment
• 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
• 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

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 vacation/sick days/parental leave.

We also offer a 401(k) plan after three months of employment and offer a company match. Associates are vested in the RPM Pension plan after completing five years of service. Rust-Oleum offers 9 paid holidays and two floating holidays per year. You are also eligible to earn three weeks of vacation on an annualized basis.

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.

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.