Product Support Agent

POSITION RESPONSIBILITIES:

This position is responsible for the day to day handling of customer/consumer requests and inquiries in support of Consumer Group accounts/brands or any other Divisions supported by this team. Contact Activity may be received via multiple toll-free lines or alternate sources such as mail, email, live chat or other mediums. Team members must represent each brand supported by the department in a manner that promotes sales the brand's image. This position is responsible for timely attention resolution that may be order related inquiries and/or complaints for these Consumer Group customers and any other Divisions supported by this team

• Frequent utilization of phone, fax, and email to field inquiries from Customers
• Consistent use of CRM (Customer Relationship Management) application to capture Customer Inquiry Information.
• Excellent verbal, written and interpersonal communication skills
• Effective customer service, problem solving and conflict resolution skills
• Excellent time management and strong sense of priority
• Consistently exhibit a positive attitude and exceptional work ethic
• Frequent utilization of phone, fax, and email from internal/external customers.
• Inquiries may include Customer Service Operation or Product Support related.
• Promotion of a positive customer experience through positive language and professional correspondence
• Active Listening, Empathy, Problem Solving and Customer Retention skills are critical to the Customer Support organization

EDUCATION

Required: High School Diploma

Preferred: Enrolled in College or pursuing College Degree

EXPERIENCE:

• Customer Service or related experience
• Comfortable to communicate via phone, fax and e-mail.

ADDITIONAL COMMENTS:

Customer Support hours range from open Mon-Fri 8:30 a.m. to 6:00 p.m. Product Support is open Saturdays 8:00 a.m. - 5:30 p.m. and Sundays 8:00 a.m. - 4:00 p.m. Agents are expected to work flexible shifts within those hours, as business needs dictate Help is open Mon-Fri 8:00 a.m. to 6:00 p.m. and Saturdays 8:00 a.m. - 5:30 p.m. Agents are expected to work flexible shifts within those hours, as business needs dictate.