Note: The job is a remote job and is open to candidates in USA. Kohler provides plumbing products and customer support services. The Associate Customer Service Representative assists customers and trade professionals with product support, installation and troubleshooting, pre-sale questions, order placement, and issue resolution while delivering accurate and empathetic service by phone.
Responsibilities
- Primary duty is to answer inbound customer inquiries via phone calls by performing diagnosis of products and taking the appropriate action
- Perform advanced troubleshooting and advise specification guidelines with plumbers, designers and retail, wholesale, and showroom personnel
- Walk customer and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products
- Technical proficiency: ability to navigate and manage multiple computer windows and software systems: Customer relationship management, order management and us.kohler.com website
- Effectively use Customer Care Center (3C) technology (i.e., Salesforce CRM, kohler.com, SAP, Microsoft Teams, Outlook Email, SharePoint, Verint Schedules, and Workbrain) and all other tools/resources available, including technical literature and price books
- Gain knowledge of all Kohler and Sterling products and the associated warranties associated
- Read and understand technical publications, diagrams, and specification documents
- Excellent interpersonal and communication skills
- Track orders, provide availability, and other shipping information
- Up sell Kohler and Sterling products and accessories as appropriate
- Assist with implementing procedures to maximize up-time and phone coverage
- Track trends in product variations and report to engineering and quality as appropriate
- Participate in department initiatives as needed
- Participates in various Customer Service Support functions as needed including order block reports, credit card reports and shipping resolution
- Meet or exceed balanced scorecard metrics & maintain acceptable attendance record
Skills
- High school diploma or GED
- Previous computer experience
- Completion of internal Brand Ambassador Training Program
- Applicants must be authorized to work in the US without requiring sponsorship now or in the future
- 2–4-year degree
- At least 1+ years of customer service experience
- Experience in a call center environment
Benefits
- Work Mode: Remote
- Equipment provided!
- Day 1 benefits with access to applicable benefit programs from the first day on the job, with no waiting period.
- A competitive total rewards package to support your health and wellbeing.
- Access to career growth and development opportunities.
Company Overview