Customer Support Representative

Customer Support Representative - Bilingual (English and Spanish)

Fixed Pay Rate: $20/hr Location: Toledo, Ohio 43659

Shift: Full time hours are normally 40 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. Schedule: In Office: Monday, Tuesday, Wednesday, and Thursdays/ Remote: Friday - 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

Position Specifics:

This is a full-time position (approximately 8 hours a day) between the hours of 8am-6pm, Monday through Friday. Opportunities exist to work over-time based on business need. Schedules will fluctuate within this time frame based on business demand. Qualified candidates must be flexible and available to work slightly varying schedules. This role operates remote on Fridays. The expectation is Monday, Tuesday, Wednesday and Thursdays will be in office and Friday are remote. Must have reliable internet and Owens Corning will supply equipment to complete successful work from home environment.

Essential Job Functions:

• Provide quality service to internal and external customers.
• Answer calls, emails, and web chats from customers via the 1-800-GET-PINK hotline.
• Handle product, warranty, and general service inquiries in a courteous and professional manner.
• Provide customers clear, step-by-step instructions on website navigation and claim submissions.
• Document customer information and interaction details in the Owens Corning system.
• Recommend Owens Corning programs/products to enhance customer satisfaction and brand loyalty.
• Must be Bilingual (English and Spanish)
• Comfortable using internet-based tools and systems.
• Reliable interter access for remote days; OC provides necessary equipment.

Metrics:

• Call quality score
• Customer feedback
• Information accuracy
• Adherence to schedule
• Attendance

JOB REQUIREMENTS 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

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