**Consumer Service Representative II**
Job Title Consumer Service Representative II Job # US15104 Requisition Type Regular Function Marketing State/Province California City Lake Forest Region US Posting Start Date Jul-23-2021 **Division Information**
The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset, Weiser, Baldwin, National Hardware, Stanley, FANAL, Pfister, EZSET, and Tell. HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.S. luxury locksets (Baldwin), and U.S. builders' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.S., Canada, Mexico and Asia.
**Job Summary**
Answers high volume of incoming technical support inquiries for Kwikset/Weiser electronic lock consumers and Residential Access Solutions home automation and security installers, distributors and consumers. Supports general consumer inquiries, complaints and/or orders. The ability to maintain a high level of output without sacrificing quality and customer experience is critical to the position.
**Primary Duties & Responsibilities**
**(95%) Perform CSR II Duties**
* Accurately, quickly and courteously receive incoming RAS and electronic lock warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience.
* Accurately and quickly utilize computer-aided CRM system, to create cases, troubleshoot and document consumer product/warranty issues, and process warranty order fulfillment.
* Ability to demonstrate a clear understanding of general electronics, electronic locks, and mechanical locks.
* Excel in detailed level troubleshooting to mitigate Cost of Failure (COF).
* Focuses on meeting daily departmental goal metrics
* Serve as an information resource to internal customer. Locate requested information through additional sources.
* Provide continual closed loop feedback to Supervisor, Manager and Quality Assurance Team to help improve product and service offering.
* Flex as a resource for Consumer Service. Support process warranties for legacy Kwikset product, and follow up on order inquiries as required.
* Observe consumer survey and feedback operations providing appropriate best practice responses.
**(5%) Special Projects/Other**
* Maintain prompt and regular attendance according to company/department policy.
* Model the Spectrum Brands eight Core Capabilities to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility.
* Acts as a coach/mentor to other CSRs and serves as a shadow trainer for new hires by modeling the key department service performance policies and procedures
* Participate in job-related training sessions and seminars and continuous education classes relative to product and process compliance
**Education and Experience Profile**
* High School Diploma Required
* 2 years of equivalent customer support function and/or call center work experience
* Microsoft Office and Excel skills required
**Required Skills**
* Type 40+ WPM.
* Good verbal and written communication skills, bilingual in Spanish and/or French a plus.
* Problem-solver; ability to deal with customers (internal and external) in difficult situations.
* At least two (2) years of experience in a product-based customer support function and/or call center environment; preferred in the hardware and home improvement industry.
* Understands coaching concept and is coachable.
* Understands our Winning Culture Values.
* Basic mechanical aptitude, ability to understand technical product issues
* Familiar with Windows-based computer applications, MFG/Pro a plus.
* Ability to perform appropriately under stress and with displeased consumers is also necessary.
* Flexibility to work overtime and weekend hours.
* Strong attendance and punctuality are required.
* Technical customer service experience preferred.
**Work Environment**
Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multi task and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team. Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high performing team environment.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.
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