Consumer Support Specialist
CONSUMER SUPPORT SPECIALIST
About the Role:
The main function of the Consumer Support Specialist is to keep the Hunter Douglas Brand image high and to ensure the repeat of loyal consumers to the brand name. In this role you will receive and respond to inquiries from window fashion’s consumers, dealers and installers including technical product inquiries, specifications, safety features, brochures, and dealer information. Demonstrate your time management skills by responding timely to cases via phone, Internet, email, Chat, and Social Media. Use your ability to influence, up-selling when presenting product and feature benefits on existing and new product launches. Tap in to your negotiating skills serving as a liaison and negotiator between fabricator, dealer and consumer. Educate consumers and dealers on rebate programs and child safety initiatives. Be creative when troubleshooting operational product problems with consumers, dealers, fabricators and installers.
Acceptable Training and Experience:
- An Associate’s degree plus a minimum of 2 years successful experience within a customer service/customer information work environment.
- Must be proficient with technology including PC, Internet, Social Media, Chat, and various other software programs.
- Must have excellent verbal and written communication skills including solid knowledge of spelling, punctuation, and correct grammar usage to compose written communications.
QUALIFICATIONS FOR EMPLOYMENT
Strong Ability to present a solid resolution to a technical product issue, manual and motorization.
Strong knowledge of all product lines produced by the company in regards to measuring, installation, and wiring.
Solid knowledge and experience with Internet and Intranet use.
Solid knowledge of computer use and software packages such as Word, Onyx, SalesForce, SAP software.
Basic knowledge of shipping and handling terminology and delivery systems.
Strong Ability to promote Hunter Douglas marketing initiatives.
Strong Ability to resolve situations where a customer/dealer/fabricator becomes agitated and irate towards the Window Fashions Consultant.
Strong Ability to negotiate financial reimbursements.