Hardware and Home Improvement (HHI) 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. HHI is a division of Spectrum Brands Holdings, Inc.
Answers high volume incoming technical support inquiries, offers knowledge to consumers and directs them to the proper sources if necessary. Responds to general customer inquiries, customer complaints, and/or orders. Handles a strong volume of calls 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
(75%) Technical Call 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.
(15%) 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.
Participate in continuous education classes relative to product and process compliance
(10%) 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
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, MFG/Pro 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.
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.