Product Support Representative

Job Title:        Product Support Representative

Location:        Vernon Hills, IL 

Department: Product Support 

Reports To:    Manager, Product Support Group

Direct Reports/Manages others: No

Weekly Schedule: Hours are 9:00am - 5:30pm (training hours 8:00am - 4:30pm) 

The Product Support Representative serves as a trusted resource for customers seeking assistance with Rust-Oleum products and projects. This role provides support through phone, email, and other customer contact channels by answering product questions, troubleshooting application issues, resolving complaints, and recommending solutions that help customers achieve successful project outcomes.

Representatives work closely with Quality, Sales, Marketing, Technical Services, and other internal teams to ensure customer concerns are addressed while supporting a positive customer experience. Depending on business needs, representatives may also assist with social media, ecommerce customer inquiries, or additional customer service functions.

RESPONSIBILITIES & EXPECTATIONS:

• Respond to customer inquiries via phone, email, chat, and other support channels in a professional and timely manner.

• Provide guidance on product selection, project planning, surface preparation, application, troubleshooting, and maintenance.

• Investigate and resolve customer complaints, including coordinating replacements, refunds, and other appropriate resolutions.

• Use active listening, empathy, and sound judgment to de-escalate challenging customer situations and achieve positive outcomes.

• Meet established service level expectations (SLAs) and productivity standards across phone, email, chat, and other customer support channels.

• Prioritize workload effectively to ensure timely responses and resolution of customer inquiries.

• Maintain and expand knowledge of Rust-Oleum products, application techniques, systems, policies, and procedures through ongoing training and development.

• Identify issues requiring escalation and collaborate with internal departments to drive resolution.

• Support continuous improvement efforts by identifying recurring customer concerns, trends, and opportunities for process improvement.

• Adapt to changing business priorities, seasonal volume fluctuations, and evolving customer support needs.

• Support cross-functional initiatives and develop proficiency in additional customer service functions as business needs evolve.

• Participate in team meetings, coaching sessions, and departmental initiatives designed to improve the customer experience and business results.

   

Knowledge, skills, and abilities: 

• Strong verbal and written communication skills.

• Ability to explain technical information in a clear, concise, and customer-friendly manner.

• Strong problem-solving and decision-making skills.

• Ability to learn, retain, and apply technical product and process knowledge effectively.

• Strong customer de-escalation and conflict resolution skills.

• Strong organizational and time management skills, with the ability to multitask and manage multiple priorities while maintaining quality and meeting service level expectations.

• Proficiency with Microsoft Office and business systems, including CRM platforms such as Zendesk, with the ability to navigate multiple applications simultaneously and accurately document customer interactions, case activity, and resolutions.

• Ability to work independently while collaborating effectively within a team environment.

• Strong attention to detail.

Working conditions:

• Frequent interaction with customers via phone, email, and other support channels.

• Hybrid work environment with a current schedule of three days in the office and two days working remotely.

What makes someone successful in this role:

Successful Product Support Representatives are customer-focused problem solvers who enjoy helping people and learning new things. They remain calm during difficult conversations, confidently troubleshoot issues, and balance phone, email, and other customer support responsibilities while meeting departmental service goals.

Strong performers are curious, coachable, and committed to continually expanding their knowledge through training, hands-on experience, and feedback. They take ownership of customer concerns, communicate effectively, adapt to change, and work collaboratively with teammates to deliver an exceptional customer experience.

Individuals who excel in this role demonstrate empathy, resilience, strong communication skills, and a genuine desire to help customers achieve successful project outcomes while protecting and strengthening the Rust-Oleum brand.

Salary Range: $23.00 - $25.00/hour 

From big benefits to small, we take care of our associates! After 30 days of employment, you will be eligible for a benefits package that includes medical, dental, life, disability and business travel insurance, flexible spending accounts, EAP, stock purchases and generous PTO (vacation/sick days/parental leave). Rust-Oleum offers (9.5) paid holidays and (2) floating holiday per year. 

We also offer a 401(k) plan after three months of employment.  Associates are vested in the RPM Pension plan after completing five years of service.

Rust-Oleum is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class.