Position Overview

The main goal of the Consumer Support Specialist is to maintain the Hunter Douglas Brand image by providing phenomenal customer support and ensuring the repeat business of loyal consumers to the brand. You will be solving consumer’s problems everyday. Your day will consist of receiving and responding to inquiries from Hunter Douglas consumers, dealers and installers including technical product inquiries, specifications, safety features, brochures, and dealer information. Your time management skills will come into play when you respond in a timely fashion to cases via phone, Internet, email, Chat, and Social Media. Use your abilities and product expertise to influence consumer perception and experience with Hunter Douglas products. Tap in to your negotiating skills serving as a liaison and negotiator between manufacturer, 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.

What you'll do

• Receives daily, telephone contacts, e-mails, chats, social media and other written correspondence related to existing and discontinued product lines.
• Uses product sample books, technical manuals, component guides, in-house support, and other internal company resources to respond to inquiries.
• Composes e-mail, chat and social media responses to consumer inquiries from the Hunter Douglas websites and when communicating with the fabrication facilities regarding consumer, dealer or fabricator issues.
• Responds to e-mails within 24 hours of receipt.
• Manages personal job performance as measured by quantitative and qualitative measures;
• Demonstrates efficiency in promptly handling consumer support inquiries and addressing the root cause(s) of issues.
• Anticipates consumer needs and next best actions.
• Cultivates a positive brand experience in every interaction as measured by internal Quality Assurance programs and external “Voice of the Customer” (VOC) surveys.
• Adheres to a defined work schedule to provide adequate coverage for interaction demand across all operating hour intervals
• All other duties as assigned

Who you are

• High School Diploma or equivalent required. An Associate’s degree plus a minimum of 3 years successful experience within a customer service/customer information work environment preferred.
• Must be proficient with technology and software including CRM and Order Management Software, Internet-based tools and resources, 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.
• Must demonstrate aptitude in customer service abilities including managing difficult conversations, leading discussions around product details and troubleshooting, confidently relaying company policies and procedures, and creating positive support experiences that reflect the premium nature of the Hunter Douglas brand
• 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 using product reference materials, technical documents, and installation/operation manuals to achieve exceptional issue resolution for product support and troubleshooting inquiries.
• 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
• Strong Ability to negotiate financial reimbursements for repair/services as occasionally appropriate.

What's in it for you

• Hourly Wage: $17.33
• Shift Hours: 7am-6pm MT (Hybrid)
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate’s education, experience, skills and potential.

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