VC
Product Support Specialist
full-time•Houston, Skokie
About this role
Who we are:
Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.
Reporting directly to the Product Support Supervisor/Manager within the Product Support department, the Product Support Customer Specialist is responsible for providing support and issue resolution over the phone for customers and field representatives. Duties include assuming ownership of support cases assigned by a Product Support Manager and following through until the case has been closed or reassigned, using available material resources and/or consulting with product experts when questions cannot be immediately answered, and advancing the resolution of issues in a timely manner.
Visual Comfort Offers:
- 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.
How success is defined:
- 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.
What you will bring:
- 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
Compensation Range: $25 - $26 per hour
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.
To be eligible for this role, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role. Likewise, Visual Comfort & Co., will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).
What you'll do
- The Product Support Specialist is responsible for providing support and issue resolution for customers and field representatives. This includes managing support cases, researching product issues, and ensuring timely resolution of inquiries.
About Visual Comfort & Co.
Discover the power and beauty of light
Visual Comfort & Co. is the premier resource for decorative lighting, architectural lighting, and ceiling fans from the most influential designers in the world. Our community of interior designers, architects, lighting designers, builders, contractors, e-tailers, retailers, distributors, and consumers shares a modern sensibility, an affinity for great design, and a passion for elevating their built environment. Moreover, they value quality craftsmanship, investing in premium design elements because they truly value the longevity and distinction these details bring to a space.
We are proud to be pioneers in partnering with extraordinary designers. Each of our design partners brings their own unique vision to the creation of beautiful lighting, extending the range of what we do and who we reach. It is our privilege to bring their designs to life, and we’re thrilled they are the company we keep.
As we’ve grown, Visual Comfort & Co. has become home to the world’s most expansive selection of premium lighting & fans. We are one company, one source, & one brand—tirelessly building on the promise that still rings true in the name of our original business. We’ve organized our vast portfolio into a series of curated collections (Signature, Modern, Studio, Fan, and Architectural) that make it easier to find the product, style, & price range you want for any size & type of project.
Our selection aims to meet a diversity of needs and preferences, and our shopping experience (in our showrooms and online) is designed to share a representative range of our products in an optimal setting. We are committed to assisting our customers through every step of their Visual Comfort & Co. journey, providing exceptional support and personalized assistance to ensure satisfaction. Our dedicated team strives to exceed customer expectations by providing a seamless and enjoyable experience from selection to installation.
Ready to join Visual Comfort & Co.?
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Frequently Asked Questions
What does a Product Support Specialist do at Visual Comfort & Co.?
As a Product Support Specialist at Visual Comfort & Co., you will: the Product Support Specialist is responsible for providing support and issue resolution for customers and field representatives. This includes managing support cases, researching product issues, and ensuring timely resolution of inquiries..
Is the Product Support Specialist position at Visual Comfort & Co. remote?
The Product Support Specialist position at Visual Comfort & Co. is based in Houston, Texas, United States and Skokie, Illinois, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Product Support Specialist position at Visual Comfort & Co.?
You can apply for the Product Support Specialist position at Visual Comfort & Co.directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.