Consumer Connection Advisor

American Standard•Mansfield, OH

3d•Remote

About The Position

The Customer Service Advisor (Internal title - Consumer Connection Advisor) is influential in supporting our business as we strive to make every consumer experience with us outstanding. At LIXIL Americas, we embrace every interaction as an opportunity to leave a positive and lasting brand impression. Advisors handle an array of inquiries from direct consumers and end users such as project site leads, plumbers and contractors, pertaining mostly to installing our bathroom and kitchen products, such as faucets, shower systems, sinks and toilets as well as providing troubleshooting support for product(s) that is already installed. The brands we support include American Standard Brands, GROHE and DXV.

Requirements

HS Diploma/GED required
1-2+ years of experience in a similar role within Customer Service and/or retail, manufacturing, hospitality
Digitally savvy, able to work on multiple systems and applications
Excellent communication skills, both written and verbal
Great organization skills: manages time and is able to multitask
Positive attitude, works well in team and contributes to the high energy of the group
Strong problem analysis and solving skills
Curious and willing to learn, flexible with changing environment
Proficient in MS Office and Google Apps – Word, Excel and Gmail
Must be able to work flexible hours between M – F 8AM – 7PM EST; schedules will vary, but is typically 9AM - 6PM EST.
Incumbent’s responsibility to provide and maintain high speed internet connection/service to be successful in the performance of this position.

Nice To Haves

Interest in DIY home repair/home plumbing products a plus
College Degree preferred or equivalent training or experience
Bi-lingual a plus

Responsibilities

Serve as the primary contact (phone/email/chat) for consumers and professionals, providing expert resolution for product identification, installation, parts, technical troubleshooting, warranty, sales orders, and refunds for roughly 85% of the shift, aiming for 30+ interactions daily.
Handle consumer interactions through various digital touchpoints, including: Product reviews and questions, SMS/messaging, Social media, Other channels.
Inspire consumers with top-notch service, putting yourself in their shoes, respond with urgency and demonstrate product expertise in every interaction.
Anticipate needs and deliver 'above and beyond' moments.
Collaborate on solutions to enhance consumer experience and company processes.
Build relationships that reinforce brand values and drive loyalty.
Meet all quality, productivity, and sales targets.
Process sales and warranty orders for parts and products.
Resolve consumer and company issues following policies, using judgment, creative thinking, and a consumer-centric approach.
Participate in team meetings, offer trend feedback, attend training, and stay informed on product changes, promotions, bulletins, pricing, and part numbers.