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Customer Support Representative

Location: Toledo, OHPay: $18/hr.Duration: 6 months Contract. Manager extends assignment 6 months at a time until a maximum assignment of 2 years.Shift: 8am -6pm (Schedules will fluctuate within this time frame)Work Schedule: Hybrid. In Office: Tuesday, Wednesday, and Thursdays - AfterTrainingInterviews: 1. Virtual (Must have access to internet and email). 2. Onsite InterviewOwens Corning careers have touched your life in more ways than you know. In fact, for more than 70 years our products have been playing a role in thousands of ways worldwide from composites found in the automotive industry to innovative roofing products to energy-efficient insulation. As a Fortune 500 company, in business for over 75 consecutive years, our cutting-edge innovations continue to enhance lives and the communities in which we live, work and play. With our headquarters in Toledo, Ohio, we have a global presence spanning 28 countries reaching across five continents. Discover Owens Corning opportunities that will transform your career today.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 as a hybrid schedule. The expectation is Tuesday, Wednesday and Thursdays will be in office and Monday and Friday are remote. Must have reliable internet and Owens Corning will supply equipment to complete successful work from home environment.Purpose of the JobThe call center agent is the first point of contact to address direct and indirect customer inquiries, regarding Owens Corning's products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with Owens Corning's standards.Job Responsibilities• Provide quality service to internal and external customers.• Handle incoming customer calls, emails and web inquiries regarding Owens Corning's products and warranties.• Ensure a timely and professional response.• Enter all relevant information regarding inquiries into Owens Corning's system.• Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information.• Advise customers on newly available products and programs to promote the OC brand and drive overall sales.• Follow up with customers as requested.Metrics:• Call quality score• Customer feedback• Information accuracy• Adherence to schedule• AttendanceJob RequirementsMinimum Qualifications:• High School diploma or equivalent (Associates or Bachelors Degree preferred)• At least one year work experience in a customer facing environmentExperience:• Building materials experience desirable• 1-3 years prior customer service experience• Prior experience working in a team environment• Demonstrated ability to work independentlyKnowledge, 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 curiousAs part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.Find what’s next with Kelly®.As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.About KellyWork changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center.Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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What You Should Know About Customer Support Representative, Kelly Services

Are you ready to join a team that's making waves in the construction and building materials industry? As a Customer Support Representative with Owens Corning, based in Maumee, OH, you'll be the friendly voice that connects customers to our innovative products and services. Your role is all about creating memorable experiences for our customers by efficiently handling their inquiries through calls, emails, and live chats. You won't just be answering questions; you'll be guiding them through product details, ideal warranty processes, and helping them navigate our website with ease. Imagine being a part of a company with over 70 years of success and a global footprint across 28 countries! Your skills in communication, problem-solving, and multitasking will be essential as you tackle a variety of customer inquiries. Working in a supportive hybrid environment, you will spend Tuesday to Thursday in the office, while Monday and Friday will allow you to work from home. Plus, we provide all the technology you need to succeed. If you're passionate about customer service and keen on building a dynamic career with a Fortune 500 company, this could be the perfect opportunity for you. Join Owens Corning, where your contributions can drive the brand forward while providing top-notch service to our valued customers.

Frequently Asked Questions (FAQs) for Customer Support Representative Role at Kelly Services
What are the responsibilities of a Customer Support Representative at Owens Corning?

As a Customer Support Representative at Owens Corning, your responsibilities include managing incoming customer inquiries via phone, email, and web, providing quality service and detailed product information, entering relevant data into the system, and promoting new products to enhance customer experience. Your goal is to ensure questions are addressed professionally and effectively, thereby upholding Owens Corning's high standards in customer service.

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What qualifications are required to apply for the Customer Support Representative position at Owens Corning?

To become a Customer Support Representative at Owens Corning, applicants should have at least a High School diploma, though an Associate's or Bachelor's degree is preferred. Moreover, having at least a year of experience in a customer-facing role and strong communication and computer skills is essential. Familiarity with building materials can give you an additional edge in this role.

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How does the hybrid work schedule function for a Customer Support Representative at Owens Corning?

The hybrid schedule for a Customer Support Representative at Owens Corning involves working in the office on Tuesdays, Wednesdays, and Thursdays, while you get to work from home on Mondays and Fridays. This setup provides flexibility and enables you to balance professional responsibilities while still fostering connections with team members in-office.

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What is the career progression like for a Customer Support Representative at Owens Corning?

At Owens Corning, starting as a Customer Support Representative opens up avenues for career advancement. Exceptional performance can lead to opportunities in specialized roles within customer service, operational leadership positions, or even shifts into other departments such as sales and marketing. The company encourages professional growth and provides resources for skill development.

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What support and benefits does Owens Corning offer to its Customer Support Representatives?

Owens Corning offers a competitive benefits package for its Customer Support Representatives, which includes medical, dental, and vision coverage, along with access to retirement savings plans and paid time off. Employees also enjoy performance bonuses and various voluntary benefit options, ensuring a well-rounded support system for their personal and professional lives.

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Common Interview Questions for Customer Support Representative
How would you handle a difficult customer as a Customer Support Representative?

When dealing with a difficult customer, it's important to stay calm and listen actively to their concerns. Acknowledge their feelings, validate their issue, and express genuine intention to help. This approach builds trust, allowing you to collaboratively find a resolution to their problem.

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Can you describe a time you went above and beyond for a customer?

During an interview, share a specific example of a situation where you provided additional assistance that exceeded customer expectations. Highlight how taking extra steps not only resolved their issue but also led to positive feedback or customer retention, showcasing your commitment to excellent service.

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What strategies do you use to stay organized in a fast-paced work environment?

Use concrete examples of tools or techniques you've implemented, such as task management software, prioritization methods, or scheduling techniques. Explain how these strategies help you handle multiple priorities effectively while maintaining high-quality service.

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What do you know about Owens Corning and its products?

Review Owens Corning's background and main product lines prior to your interview. Demonstrating knowledge of their roofing, insulation, and composite materials will show your enthusiasm for the role and your ability to represent the brand authentically.

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What do you think makes excellent customer service?

In your response, underscore the importance of active listening, timely responses, empathy, and clear communication. Relate these qualities to your personal experience and how they've contributed to successful customer interactions.

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How do you handle feedback or criticism from clients?

Discuss the significance of constructive feedback and how you view it as an opportunity for personal and professional growth. Share methods you employ to process feedback and adjust your approach accordingly, demonstrating flexibility and a willingness to improve.

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Why do you want to work as a Customer Support Representative for Owens Corning?

Express your admiration for Owens Corning's long-standing reputation and the impact of its products on customers and communities. Make sure to mention your passion for customer service and how you look forward to contributing positively to the team.

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Describe your experience with technology and software relevant to customer service.

Discuss your proficiency with platforms such as CRM systems, MS Office, and any specific tools used in previous customer service roles. Highlight how your technical skills enhance your efficiency and ability to serve customers effectively.

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How do you stay motivated within a team environment?

Share strategies that have helped you stay engaged and motivated, such as setting personal goals, fostering team communication, and celebrating collective achievements. Emphasize your commitment to team success as well as personal development.

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What methods do you use to ensure the accuracy of the information you provide to customers?

Explain your approach to information verification, such as referencing reliable resources, maintaining comprehensive records, and double-checking data before communicating with customers. Mentioning your attention to detail will reassure the interviewer of your dedication to providing accurate information.

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Founded in 1946, Kelly Services provides workforce solutions to various industries worldwide. The company also provides temporary staffing and direct-hire placement services across various disciplines, such as corporate finance departments, accoun...

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December 22, 2024

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