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

Kohler • Kohler, WI

6d • $20 - $21 • 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, 2-4-year degree preferred.
• 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.
• 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. Cannot be Wi-Fi, dial up, satellite or cellular internet.
• 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.
• Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Nice To Haves

• Experience in a call center environment preferred.

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.

Benefits

• We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you'll have access to your applicable benefit programs from your first day on the job, with no waiting period.
• We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees