Associate Customer Service Representative, B2C

Kohler hires an Associate Customer Service Representative, B2C, to support customers with Kohler and Sterling plumbing products, including installation and troubleshooting, pre-sale questions, and order placement. The role resolves customer inquiries by phone and provides accurate, empathetic customer care.

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:

• 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
• High school diploma or GED required
• 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
• 2–4-year degree preferred
• Experience in a call center environment preferred