What are the responsibilities and job description for the Customer Support Representative position at LanceSoft, Inc.?
Title: Customer Support Representative - Bilingual (English and Spanish)
Shift Timing: 8am-6pm
Schedule: Tuesday, Wednesday and Thursdays will be in Office and Monday and Friday are Remote
Location: Toledo Ohio 43659 (Hybrid)
Pay Range: $18/h to $20/h on W2
JOB RESPONSIBILITIES
Provide quality service to internal and external customers.
- Handle incoming customer calls, emails and web inquiries regarding Owens Corning’s products and warranties
- Ensure a timely and professional response
- Enter all relevant information regarding inquiries into Owens Corning’s system
- Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
- Advise customers on newly available products and programs to promote the OC brand and drive overall sales
- Follow up with customers as requested
Metrics:
- Call quality score
- Customer feedback
- Information accuracy
- Adherence to schedule
- Attendance
MINIMUM QUALIFICATIONS:
- High School diploma or equivalent (Associates or Bachelors Degree preferred)
- At least one year work experience in a customer facing environment
EXPERIENCE:
- Building materials experience desirable
- 1-3 years prior customer service experience
- Prior experience working in a team environment
- Demonstrated ability to work independently
KNOWLEDGE, SKILLS & ABILITIES:
- Strong oral and written communication skills
- Proficient typing skills
- General business acumen
- Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
- Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
- Strong team building, customer service, planning and organizing skills
- High attention to detail with the ability to handle multiple priorities
- Ability to excel in a fast paced and ever-changing work environment
- Ensures personal accountability
- Quickly learns and adapts to change
- Inquisitive and curious
Shift:
- Full time hours are normally40 hours per week.
- Must be able to work between 8am – 6pm, no exceptions
- Required to attend ~ 4-week instructor led training Monday through Friday in the office.
- Hybrid Schedule: In Office: Tuesday, Wednesday, and Thursdays - After training
Candidates should have the following skills and education:
- High School Diploma or equivalent
- Bilingual (English and Spanish)
- Prior customer facing role or call center experience desired
- Customer and team focused
- Excellent verbal and written communication skills
- Able to work in multiple internet-based systems
Salary : $18 - $20
