Associate Customer Service Representative, B2C ($500 Sign on Bonus!)

Kohler Co. is seeking an Associate Customer Service Representative to assist customers with Kohler and Sterling plumbing product support. The role involves providing world-class customer care during telephone interactions, troubleshooting inquiries, and offering installation assistance.

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

Requirements:

• 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