Note: The job is a remote job and is open to candidates in USA. Kohler Co. is a leading manufacturer in the plumbing industry, seeking an Associate Customer Service Representative to assist customers with product support. The role involves providing exceptional customer care, troubleshooting inquiries, and guiding customers through product installation and repair.
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 required
- 1+ years of customer service experience desired
- Previous computer experience is necessary to be successful in this position
- Completion of internal Brand Ambassador Program required
- Applicants must be authorized to work in the US without requiring sponsorship now or in the future
- The associate is responsible for paying their own internet expenses and must have a hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service
- Wired ethernet connection that meets upload and download speed requirements as noted above
- Have a separate confidential and distraction free workspace with no background noises
- Freedom from other responsibilities – you must be focused on delivering a world class service experience
- Required to work during their assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m
- Full-time hours are 34-36 hours/week after training, more will be required during peak season
- 2–4-year degree preferred
- Experience in a call center environment preferred
Benefits
- Day 1 benefits
- A competitive total rewards package to support your health and wellbeing
- Access to career growth and development opportunities
- A diverse and inclusive workplace
- A strong culture of innovation
Company Overview
We’re a community of creators. Status quo busters. Difference makers. It was founded in 1873, and is headquartered in Kohler, Wisconsin, USA, with a workforce of 10001+ employees. Its website is https://www.kohlercompany.com.
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