Associate Customer Service Representative B2C - $500 Sign on Bonus!

Kohler Co.•Kohler, WI

14d•Remote

About The Position

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, which will be measured by customer feedback surveys and customer experience evaluations.

Requirements

High school diploma or GED required
1+ years of customer service experience required, preferably in a call center environment.
Previous computer experience is necessary to be successful in this position.
Must live within 150 miles of 53044 - Sheboygan, WI
Hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service.
Wired ethernet connection that meets upload and download speed requirements.
Cannot use Wi-Fi, dial up, satellite or cellular internet.
Have a separate confidential and distraction free workspace with no background noises
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Nice To Haves

advanced degree preferred but not required
French or Spanish bilingual proficiency

Responsibilities

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.
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.
Read and understand technical publications, diagrams, and specification documents.
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.