[Hiring] Associate Customer Service Representative @Kohler Co.

Role Description

As an Associate Customer Service Representative (ACSR), you will have the opportunity to assist customers with Kohler and Sterling plumbing product support including installation and troubleshooting, pre-sale questions, and order placement. Your goal as an ACSR is to provide world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about Kohler and Sterling products. You will be empowered, and expected to provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach.

• 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.
• Effectively use Customer Care Center (3C) technology and all other tools/resources available.
• Gain knowledge of all Kohler and Sterling products and the associated warranties.
• 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.
• Meet or exceed balanced scorecard metrics & maintain acceptable attendance record.

Qualifications

• High school diploma or GED required, 2–4-year degree preferred.
• At least 1+ years of customer service experience desired.
• Previous computer experience is necessary to be successful in this position.
• Experience in a call center environment preferred.
• Completion of internal Brand Ambassador Training Program required.

Requirements

• Equipment provided!
• 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.
• 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.
• Part-time hours are 34-36 hours/week after training, more may be required during peak season.

Benefits

• Access to applicable benefit programs from your first day on the job, with no waiting period.
• The hourly rate for this position is $20.