Customer Service Representative

House of Rohl

5d • Remote

About The Position

As a Customer Service Representative supporting our House of Rohl portfolio of luxury brands, you will play an important role in delivering exceptional customer experiences and building strong customer relationships. In this role, you will provide high-quality support to customers by managing inbound calls and emails related to product inquiries, troubleshooting assistance, and warranty support in a fast-paced contact center environment. We value individuals who can Think Fast, responding thoughtfully and efficiently to customer needs while navigating multiple priorities; Work It Together, collaborating with teammates and cross-functional partners to deliver seamless customer experiences; and Make the Hard Call, using sound judgment to resolve customer concerns with professionalism, empathy, and care.

Requirements

• High school diploma or equivalent.
• 2+ years of experience in a contact center or fast-paced customer service environment.
• Bilingual fluency in English and French.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications, including Outlook and Word.
• Ability to remain focused and attentive in a fast-paced work environment.
• Demonstrated flexibility, teamwork, and a positive attitude.
• Must meet remote work requirements, including internet speed standards, background screening, and maintaining a safe, secure workspace in accordance with the Remote Work Policy.

Nice To Haves

• Associate’s or Bachelor’s degree.
• Experience with ERP systems such as SAP or Oracle.
• Experience using Microsoft Teams.

Responsibilities

• Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited “word of mouth” promotion for House of Rohl products.
• Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction.
• Ability to read and interpret technical drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions.
• Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.
• Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.
• Ensure composure and professionalism in all interactions, even in high pressure or complex situations.
• Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.
• Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
• Perform additional duties or special assignments as needed to support team goals and operational requirements.

Benefits

• Annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
• Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs.
• Robust health plans.
• Product discounts.
• Numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED