Customer Care / Product Support Representative - Part-time

American Standard - Roselle, IL3.9

Part-timeEstimated: $27,000 - $37,000 a year
EducationSkills
Overview
BENEFITS ELIGIBLE POSITION ON DAY 1!! This part-time role (20 hours / week) will be responsible for providing superior service to all GROHE customers, manufacturer’s representatives, interested plumbing and building industry personnel and consumers. Respond to telephone, email, or traditional mail inquires by providing accurate and timely information and service recommendations relating to the company and its products. The primary goal is to ensure each interaction leads to customer satisfaction and retention.

Responsibilities
Answer technical product inquiries via telephone, fax, and email in a professional, courteous, and timely manner along with managing daily SAP processes such as creating warranty orders, research order status, availability, etc.
Master the use of the company’s operating and third party software systems in order to be able to respond to all inquiries concerning the company and its products.
Maintain accurate product and technical information and be able to provide product support to other company personnel, manufacturer’s representatives and customers.
Able to identify and assist others in identifying miscellaneous and non-inventoried replacement and repair parts, and package and process these items for FedEx shipment using an on-line software system.
Resolve customer complaints for products out of warranty by offering to sell replacement parts through credit card order program.
Identify patterns of new or continuing product performance issues and communicate them to the technical service supervisor.

Working closely with Team Leaders and Supervisors to resolve customer complaints in a timely fashion.
Participation in general team meetings, training sessions, product updates and GPS.

Qualifications
High school diploma or GED equivalent
1-2 years of call center experience in product support preferably in electronics, general home repair or plumbing products
Strong interpersonal skills and ability to communicate clearly, concisely and logically, both orally and written ERP (SAP preferred), CRM (salesforce.com preferred)
Microsoft Office Suite Good customer complaint resolution skills
Good decision making skills Excellent degree of accuracy and organization skills
Availability for approximately 20 hours per week (flexible between hours of 1pm-6pm, M-F)