Customer Service Representative

House of Rohl • San Antonio, TX

1d • Remote

About The Position

The Luxury Product Consultant is responsible for providing high quality customer care to create a positive experience for customers and consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls and emails from customers when they have product questions, troubleshooting needs and warranty support. Our contact center is open 6:00 am-4:00 pm PST M-F. Our starting pay is $17.79 per hour.

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

• annual bonus plan based on company and individual performance
• 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
• 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: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees