Job Details
**Consumer Service Representative**
Job Title Consumer Service Representative Job # US14784 Requisition Type Regular Function Marketing State/Province Pennsylvania City Reading Region US Posting Start Date Jun-25-2021 **Division Information**
The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset, Weiser, Baldwin, National Hardware, Stanley, FANAL, Pfister, EZSET, and Tell. HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.S. luxury locksets (Baldwin), and U.S. builders' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.S., Canada, Mexico and Asia.
**Job Summary**
Answers high volume incoming technical support inquiries, offers knowledge to consumers and directs them to the proper sources if necessary. Responds to general consumer inquiries, complaints, and/or warranty orders. Handles a strong volume of calls and emails with tact, diplomacy, and strong consumer service orientation in accordance with company guidelines in order to provide World Class Service for the consumer.
**Primary Duties & Responsibilities**
**(85%) Consumer Call & Email Support**
* Accurately, quickly and courteously receive incoming warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience.
* Accurately and quickly utilize computer-aided CRM system to create cases, trouble-shoot and document consumer product/warranty issues, and process warranty order fulfillment.
* Provide warranty support according to brand and organizational policy, including entering and tracking warranty orders.
**(10%) Training & VOC Feedback (Voice of the Consumer)**
* Participate in job-related training sessions and seminars.
* Observe consumer survey and feedback operations providing appropriate best practice responses.
* Serve as an information resource to internal customer. Locate requested information through additional sources.
* Participate in continuous education classes relative to product and process compliance.
**(5%) Additional Responsibilities**
* Attend required staff meetings.
* Maintain prompt and regular attendance according to company/department policy.
* Perform related work as required.
**Education and Experience Profile**
* High School diploma or equivalent
* Microsoft Office and Excel skills required
**Required Skills**
* Type 40+ WPM.
* High School diploma or equivalent.
* Good verbal and written communication skills, bilingual in Spanish and/or French a plus.
* Problem-solver; ability to deal with customers (internal and external) in difficult situations.
* At least one (1) year experience in a product-based customer support function and/or call center environment; preferred in the hardware and home improvement industry.
* Understands coaching concept and is coachable.
* Understands our Winning Culture Values.
* Basic mechanical aptitude, ability to understand technical product issues
* Familiar with Windows-based computer applications, Salesforce.com a plus.
* Ability to perform appropriately under stress and with displeased consumers is also necessary.
* Flexibility to work overtime and weekend hours.
* Strong attendance and punctuality are required.
* Technical customer service experience preferred.
**Work Environment**
Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multi task and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team. Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high performing team environment.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.
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