Job description
Leggett & Platt’s overall mission is a commitment to enhance lives – by delivering quality products, offering empowering and rewarding careers, and doing our part in bringing about a better future.
Leggett & Platt’s inventive heritage and leadership in the residential products industry span more than 130 years. As The Components People, we are the leading supplier of a wide range of products and components for all areas of life, including mattress springs and carpet cushion, automotive components as well as bedding machinery and erosion-control products.
Learn more about the history of Leggett: https://leggett.com/history
Technical Support Advocate
Key Responsibilities:
- Respond to technical questions and warranty processing from internal and external customers and consumer escalations via telephone, email, chat, or customer generated incidents into CRM (Customer Relations Management System).
- Provide daily troubleshooting to include answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation for warranty and non-warranty customers.
- Diagnose and evaluate individual case information to provide repair support and determine if issue is warrantable.
- Being able to effectively negotiate a win-win resolution with non-warranty customers.
- Record details of cases in CRM, as well as actions taken.
- Provide input to manufacturing and engineering departments with field obtained information to enhance product improvements and warranty cost reductions.
- Return calls and/or provide a response to customers who have either left a message or sent an email asking for assistance.
- Register and verify warranty coverage.
- Provide amazing service by meeting a set of daily and monthly metrics with a positive attitude.
- Provide general customer service functions as required, such as but not limited to placing orders, parts look-up, processing payments, and pricing inquiries.
- Effectively communicate escalations to next level of authority.
- Other duties as assigned.
Requirements:
- 2+ years customer service experience, preferably in a technical support, help desk or call center environment.
- High School Diploma/GED
- Handle questions and concerns with the highest degree of courtesy and professionalism.
- Communicate and provide accurate answers to resolve end-users' questions and concerns.
- Display empathy, have a passion for customer service excellence, and enjoy helping people.
- Use a respectful and tactful manner to effectively deal with difficult situations.
- Maintain knowledge of systems/applications/products serviced by the contact center.
- Ability to follow strict work instructions and procedures.
- Ability to efficiently use Outlook, LPCS, and Access Database
- Be flexible to schedule changes or additional coverage, particularly during peak periods.
- Reliable attendance and punctuality are critical to successful performance in this role.
- Must be able to sit or stand at a personal computer for a reasonable length of time troubleshooting and inputting information.
- For Bi-lingual candidates only: Must be fluent in English and Spanish
What to Do Next
Now that you’ve had a chance to learn more about us, what are you waiting for! Apply today and allow us the opportunity to learn more about you and the value you can bring to our team. Once you apply, be sure to create a profile, and sign up for job alerts, so you can be the first to know when new opportunities become available.
Our Values
Our values speak to our shared beliefs, and describe how we approach working together.
- Put People First reflects our commitment to safety and care of each other, learning and development, and creating an inclusive environment of mutual respect, empathy and belonging.
- Do the Right Thing focuses us on acting with honesty and integrity, delivering the results the right way, taking pride in our work, and speaking the truth – good or bad.
- Do Great Work…Together occurs when we engage without hierarchy, collaborate as a team, embrace challenges, and work for the good of all of us.
- Take Ownership and Raise the Bar demonstrates our responsibility to add value and make a difference, challenge the status quo and biases to make things better, foster innovative and creative solutions to drive impact, and explore new perspectives and embrace change.
Our Commitment to You
We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all. Leggett & Platt is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veteran status, and more. Join us!
We welcome and encourage applications if you meet the minimum qualifications. Even if you do not meet the preferred qualifications, we’d love the opportunity to consider you.
Equal Employment Opportunity/Affirmative Action/Veteran/Disability Employer
For more information about how we handle your personal data in connection with our recruiting processes, please refer to the Recruiting Privacy Notice on the “Privacy Notice” tab located at http://privacy.leggett.com
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