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