Product Support Representative

YOUR BENEFITS

Our benefit package includes:

•             Starting at 4 weeks PTO per year

•             401(k) and a company match

•             Profit Sharing

•             Medical

•             Dental

•             Life

•             Disability

•             6 Weeks Parental Leave

•             Long term care insurance

•             Tuition reimbursement

Reports to: Product Support Supervisor

Compensation Range: $19-23 per hour

Hours: Monday-Friday 8am-4:30pm

Position Objective

To offer industry-best product support to all Wagner Consumer branded product customers, distribution channels, and service centers via telephone and e-mail.  Uses knowledge of products to assist with product recommendations, offer application advice, troubles: To offer industry-best product support to all Wagner Consumer branded product customers, distribution channels, and service centers via telephone and e-mail.  Uses knowledge of products to assist with product recommendations, offer application advice, troubleshoot, and resolve technical issues.hoot, and resolve technical issues.

Responsibilities-

•             Effectively and efficiently responds to a high volume of Customer Contact, including phone calls and emails, answering basic consumer customer product questions, and resolving technical and operational problems with end-users and retailers. 

•             Uses Service Notifications (SAP) to resolve customer situations including creation of Warranty Orders, Return Orders, and QN’s (Quality Notifications) to assist in quality reporting. 

•             Processes consumer parts and accessories credit card orders.

•             Support Continuous Improvement- Promotes Customer Centricity, is a customer advocate, and pushes for 100% customer satisfaction.       

•             Other duties and projects as assigned.

Relationship to Others:

In constant communication with Wagner Consumer product customers, distribution channels, and service centers.  Internal communication may include Customer Service, Returns, Quality, Product Management and Marketing.  

Dimensions of Position: 

Product Support Representatives are an integral element of Customer Support, counted on to be the Voice of the Customer, as well as operating with a Customer Centric mindset.   Is empowered to make warranty decisions and has the authority to take care of the customer.  Tackles basic to moderate level troubleshooting and dispute situations.

Knowledge, skills, and abilities:

*Education

High school diploma or GED required.  College degree a plus.

*Experience

Prior experience in a customer-facing role.  Knowledge of paint industry and application equipment a plus.

* Skills/Abilities

•             Customer Centric attitude.

•             Desire to help people.

•             Strong communication skills.

•             Proficient at speaking and listening to others to convey information.

•             Requires teamwork, multitasking, time management, and critical thinking skills.

•             Requires basic computer skills including Microsoft Word, Excel, PowerPoint, Outlook, etc.

•             Mechanical aptitude and the ability to grasp concepts quickly are required.

•             Must be able to work Saturdays as required.

•             Bilingual in Spanish a plus.

Working Conditions

Work is performed in a standard or home office environment. Which requires occasionally lifting articles such as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. A job in this category may require walking or standing or may involve sitting most of the time with long periods of computer work and phone usage.

Wagner is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training and other personnel actions involving persons in all job titles and shall occur without regard to race, color, religion, sex, age, national origin, disability, genetic information, military status, sexual orientation, gender identity, and any other characteristic protected by state or local law. Our Company is committed to following any additional state requirements regarding this topic. No individual will be denied nor receive special employment opportunities based on membership status in any protected category.