Associate Product Consultant I

4 days ago

WhitchurchStouffville, Ontario, Canada Master Lock Full time

Company Description

The Associate Product Consultant is the first person that consumers interact with when they have general product, installation or warranty questions. In order to provide world class service to our customers, our employees are well trained in Moen products. All incumbents go through 200 hours of training which includes virtual classroom training as well as on the job training where they will be paired with an employee to ensure success on the phones.

Job Description

RESPONSIBILITIES

  1. Delivers a consumer experience that drives unsolicited, positive "word of mouth" advertisement for Moen Incorporated.
  2. Manages inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution.
  3. Efficient use of technology to assist consumers with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
  4. Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Moen.
  5. Maintains professional composure during interactions.
  6. Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures.
  7. Records consumer demographics, product information, and troubleshooting efforts as required.
  8. Performs other duties and/or special assignments as needed.
Qualifications
  1. Grade 12 diploma or equivalent is required.
  2. Proficient in Microsoft Word and Outlook. SAP knowledge is an asset.
  3. Must have good interpersonal communication skills.
  4. English/French bi-lingual capabilities are an asset.
  5. Must be able to thrive in a work environment that mandates low mobility and high observation.
  6. Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork throughout the CSC.
  7. Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if needed.
  8. Incumbent must meet internet speed requirements and have a safe and secure workspace.
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