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Kohler Co. · 5 hours ago

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

United States

Full-time

Remote

Entry Level

$20/hr - $21/hr

1+ years exp

Kohler Co. is a leading manufacturer in the plumbing industry, seeking an Associate Customer Service Representative to assist customers with product support. The role involves providing exceptional customer care, troubleshooting inquiries, and guiding customers through product installation and repair.

Consumer Goods

No H1B

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

Qualification

Customer service experienceTechnical proficiencySalesforce CRMSAPMicrosoft TeamsInterpersonal skillsCommunication skillsProblem-solving approach

Required

High school diploma or GED required

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

Applicants must be authorized to work in the US without requiring sponsorship now or in the future

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

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

Full-time hours are 34-36 hours/week after training, more will be required during peak season