Product Support Specialist

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

Reporting directly to the Product Support Supervisor/Manager within the Product Support department, the Product Support Customer Specialist is responsible for providing support and issue resolution over the phone for customers and field representatives. Duties include assuming ownership of support cases assigned by a Product Support Manager and following through until the case has been closed or reassigned, using available material resources and/or consulting with product experts when questions cannot be immediately answered, and advancing the resolution of issues in a timely manner.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• 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
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

What you will bring:

• 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.
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Available to work a flexible schedule including weekends, early mornings, late evenings
• Equivalent combinations of education and experience will be considered for this role

Compensation Range: $25 - $26 per hour

Compensation is based on individual factors, including skill set, relevant experience, and work location. 

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