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Customer Service Representative

Palatine, IL

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The primarily accountability of the Consumer Care Agent is to offer outstanding service to Weber consumers. It is the responsibility of the Consumer Care Agent to be available, helpful, friendly and knowledgeable. Consumer Care Agents are the voice of Weber. Consumer Care Agents are responsible for assisting the call center in achieving/exceeding stated service level goals.

Essential Duties and Responsibilities: 

The types of calls consumer care agents receive fall into several general categories. They are as follows:

Product Information

  • Consumer Care Agents are expected to be knowledgeable regarding Weber products. Consumers call needing assistance when making a purchasing decision. Consumer Care Agents are able to discuss the features and benefits of Weber’s products. These calls often include assisting the consumer in locating a dealer in their area who sells Weber products.


  • Consumers contact Weber for advice on using their grill. Consumer Care Agents are expected to be able to discuss different cooking methods such as Direct and Indirect. Also, consumer Care should be able to help consumers with basic cooking questions.

 Product Orders

  • Consumers call Weber to purchase accessories, parts, or to have a replacement part sent under warranty. Consumer Care Agents are expected to be able to assist the consumer by correctly identifying the consumer’s grill so the correct part or accessory can be ordered. Consumer Care Agents are also responsible for correctly placing the order in the computer system.

Assembly, Maintenance, and Troubleshooting

  • Consumers call needing help putting a grill together, taking care of their grill correctly and also helping to identify and resolve and problems the consumer is having operating their grill. This can mean the need to set up a service call to have an authorized agent repair the consumer’s grill. It is important that appropriate questions are asked to determine what the problem might be. If replacement parts are necessary it is the responsibility of the Consumer Care Agent to determine if the grill is within warranty, what parts are needed and to correctly fill out a service call request (if the customer is unable to perform the replacement themselves).

In addition to taking calls, it is also the responsibility of the Consumer Care Agent to properly document the reason for the consumer’s call in the computer system. This information is used to better understand why consumers are calling and to assist with identifying areas for improvement

Education and/or Experience:

  • High school diploma or general education degree (GED) and 6 months to one year related experience in a call center environment.

Other Skills and Abilities

  • Excellent computer skills, Windows and Internet.
  • Ability to work in a fast paced environment
  • Attention to detail
  • Excellent interpersonal and teamwork skills
  • Ability to make decisions
  • Familiarity with Zendesk is a plus
  • Previous experience working other channels of work, such as chat, email, social media is a plus

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