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Visual Comfort & Co. (Formerly Circa Lighting) · 9 hours ago

Product Support Specialist

Corporate Skokie, 7400 Linder Ave, Skokie, Illinois, United States of America

Full-time

Onsite

New Grad, Entry Level

$25/hr - $26/hr

0+ years exp

Visual Comfort & Co. is the premier resource for decorative and architectural lighting and is seeking a Product Support Specialist. The role involves providing support and issue resolution for customers and field representatives, managing support cases, and ensuring timely resolution of product-related inquiries.

E-CommerceLightingRetail

No H1B

Responsibilities

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

Qualification

Advanced product knowledgeMicrosoft OfficeSAPOracle CX CRMProblem-solving skillsOrganizational skillsTime managementCommunication skillsTeamworkAttention to detail

Required

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

Benefits

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.