Product Support Specialist
Visual Comfort & Co.
Houston Texas
Salary: Neg Per Hour
Responsibilities
- Confer with customers by phone or email to obtain
information about products or shipping issues, documents, and enter
details of complaint or issue and resolution in CX CRM and RMA database.
- Research product issues by consulting specifications,
historical records, product inspection, assembly instructions, Product
Development resources and lighting installation.
- Enter data for customer interactions or transactions,
recording details of inquiries, complaints, or comments including
documenting actions taken for resolution.
- While considering the value of the customer
relationship make decisions and negotiate settlement of the incident
within assigned authority
- Contact customers to respond to inquiries or to notify
them of claim investigation results or any planned adjustments.
- Complete product service request call orders, enter
replacement sales orders and/or issue call tags via FedEx.
- Recommend improvements for products, packaging,
shipping, service, and/or billing methods and procedures to prevent future
issues.
- Interact with all departments and outside
Representatives as needed.
- Obtain and examine all relevant information to assess
the validity of complaints and to determine possible causes.
- Create and resolve tickets related to product
specifications or issues.
- 24-hour acknowledgement and/or resolution to customer
inquiries
- 72 hours or less resolution to RMA (Return
Authorization issues)
- Responsibilities described above are approximately 90%
of the time allocation. In addition, the PSCSR may be requested to engage
in classroom training or on-site support, or to participate in events such
as product launches, market events, and/or set up retail stores at the
request of the Product Support Manager
Requirements
- An associate degree in business, and six months to
one-year related experience.
- Advanced product knowledge and problem-solving skills
are required for this position.
- Ability to apply concepts of basic algebra and
geometry.
- Microsoft Office, SAP, and Oracle CX CRM software
required.
We Provide
- Competitive Salary and monthly bonus compensation
- Structured training program
- Competitive Medical, Vision, and Dental benefits
- $50K company provided Life Insurance
- 401K matching up to 4% of your contributions
- Generous vacation program with up to 14 days paid
vacation the first year
- Accrued sick time
- Closed on all major holidays
Job Overview
Posted Date: 31 Aug 2024
Location: Houston Texas
Salary: Neg Per Hour
Company Information
Resource for designer lighting options such as floor & table lamps, wall sconces & chandeliers.
Name: Visual Comfort & Co.
Web: https://www.visualcomfort.com/