Customer Service Representative

Fortune Brands • Reno, NV

6h • Remote

About The Position

The Luxury Product Consultant is responsible for delivering high-quality customer care to create a positive experience for customers and consumers of luxury products, specifically for House of Rohl. This role involves managing inbound calls and emails to address product questions, troubleshoot issues, and provide warranty support in a fast-paced environment. The consultant is expected to foster positive word-of-mouth promotion for the products by ensuring consumer satisfaction and professional handling of all interactions.

Requirements

• High desire to interact with and provide luxury service to our customers.
• High School diploma or equivalent required.
• 2 years experience in a contact center or other fast-paced customer service environment required.
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department’s Remote Work Policy.
• Excellent professional communication skills required, both verbal and written.
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams.
• Demonstrated ability to thrive in a work environment that demands high-level focus, low mobility, and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.

Nice To Haves

• Associate’s or Bachelor's degree is preferred.
• Prior ERP (SAP, Oracle, etc.) experience preferred.
• Ability to communicate in English and French is a plus.

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

• Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs.
• Robust health plans.
• Market-leading 401(k) program with a company contribution.
• Product discounts.
• Flexible time off benefits.
• Adoption benefits.

What This Job Offers

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