Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Consumer Service Representative I

Expired Job

Spectrum Brands Lake Forest , CA 92630

Posted 3 months ago

Division Information

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.

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 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

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, 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.

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.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

resumetriaasssdfel.jp… Change Resume
Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Representa...

Spectrum Brands

Posted Yesterday

VIEW JOBS 8/16/2018 12:00:00 AM 2018-11-14T00:00 Division Information 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. Job Summary The primary role of the Customer Service Representative II is to drive customer satisfaction and resolve complex customer issues. Identify areas for improvement based on observations and participate in creation of the solution. Well-rounded individual who encompasses strong interpersonal, communication, and reporting skills. Will contribute in developing training Customer Support programs. Has the highest passion for providing excellent customer support. Primary Duties & Responsibilities Analyst/Problem Solver * Must have strong problem solving skills and be able to come up with creative and flexible solutions * Ability to understand data and processes to help increase efficiency and effectiveness Systems & Process Expert * Acts as a subject matter expert regarding the business domain Communicator/Reporter * Update and publish pre-defined process tools & reports to monitor and communicate performance metrics * Ability to remain organized and maintain strong follow-up skills * Able to work independently Process Improver * Make recommendations to enhance business processes and identify opportunities to improve operational efficiencies. Education and Experience Profile * High school diploma or equivalent required; zero to two years of college education in business or a related field and/or customer service training highly a plus * 2-4 years of customer service / call center experience required Required Skills * Ability to work under pressure * Must have a keen sense of attention to detail, taking the initiative * Strong critical thinking and problem solving skills * Proficiency in Excel, Word, and on-line resources Work Environment Working conditions are normal for an office 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. Spectrum Brands Lake Forest CA

Consumer Service Representative I

Expired Job

Spectrum Brands