(CONTRACT ROLE) CONSUMER CARE REPRESENTATIVE

At Weber, grilling is a passion that’s reflected in everything we do. Our goal is to share this passion and spark inspiration with the people who matter most – our grilling community. Weber has been the world’s premiere manufacturer of charcoal and gas grills and accessories since 1952. If you have the desire to work for a company that is recognized for exceptional quality products and high customer satisfaction, employment with Weber may be right for you. We provide a friendly working atmosphere with an environment of growth and opportunity through innovation, pride, and excellence.

Weber is committed to inclusive, equitable and diverse Hiring practices. Our goal is to create a workforce which resembles the diverse rich communities we live, play, and support every day. 

Discover What’s Possible with a career, at Weber.

Summary

The Customer Care Representative will play a key role in offering outstanding customer service to resolve consumer questions and respond to incoming inquiries while providing an exceptional consumer experience. We come to work every day with the drive, passion, and curiosity to make our customers next grilling experience on a Weber better than their last. Thus, remaining calm, even during the most difficult situations, is extremely important. Continue to strengthen the Weber brand and delight the consumer journey.  Our mission is “To create lifelong relationships by delighting grillers through effortless resolutions, empowerment through education, and passionate personal interactions.” 

 Essential Duties and Responsibilities include the following, other duties may be assigned:

• Interact with customers via phone and email in a call center environment.
• Listen to customer concerns and questions with the goal of identifying the causes of the situation.
• Obtain and evaluate all relevant information to handle inquiries and requests.
• Process warranty replacements, orders, and returns.
• Respond promptly to consumer inquiries and resolve issues in a timely manner.
• Answer inquiries about products, cooking, maintenance, troubleshooting, and assembly.
• Attend all training sessions to stay updated on product knowledge.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive experience with every consumer.
• Ability to perform under pressure while working in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the consumer.
• Excellent listening skills and an empathetic voice and manner.
• Communicate clearly and effectively to resolve customer issue quickly and ensure satisfaction.

Attendance/Punctuality

Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Must be flexible with hours, working weekends and holidays (Hours of Operation: Monday-Sunday 7am-8pm CST).

Education and/or Experience

• High School diploma; or related experience and/or training or equivalent combination of education and experience. Leadership experience required.

• Call center or customer service experience preferred.

• Basic knowledge of computer software and office systems.

Weber-Stephen Products LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.