Commercial Customer Care Advisor

About Us

Every person on the planet dreams of a better home. And at LIXIL, we’re committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world leading brands like INAX, American Standard, GROHE, TOSTEM and many more, we touch the lives of more than a billion people each day, transforming houses into homes.

Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit and commitment to having a positive impact on the planet are integral to our business strategy.

LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered, and to unlock progress for all.

We invite you to make this journey with us. It is as challenging as it is inspiring. Together we can shape the future of living. We’re a home for growth, for imagination, for creativity. A home for your talent and ambition.

A home for everyone.

The Consumer Pro Service 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 professionals such as sales teams, plumbers, contractors, designers, etc. The brands we support include American Standard Brands, GROHE and DXV.

The types of inquiries we support pertain to product troubleshooting, installation, order status, for our bathroom and kitchen products including: toilets, faucets, shower systems, sinks and commercially used products.

What you will do –

Be a Hero

• You are the first point of contact for our consumers handling inquiries thru various digital touchpoints, such as: voice, live chat, email, product reviews & Q&A, SMS, social media, etc.; empathizing with consumers as they turn to us for support and expertise.
• Build relationships and personalize actions and resolutions for the consumer’s inquiry, including installation guides, parts & product troubleshooting, warranty and sales orders, refunds, etc.
• Take ownership and make decisions you believe will elevate the customer’s experience

Make a Difference

• Support each interaction as an opportunity to market the brand and ‘tell the story’, inspiring consumers with top-notch service, complete looks and product expertise.
• Anticipate consumers’ needs and wow them with ‘above and beyond’ moments.
• Collaborate on solutions to improve both consumer experience and company processes.
• Cultivate relationships that reinforce brand values and drive consumer loyalty.

Do the Right Thing

• Achieve quality assurance, productivity and sales target goals set forth by management team.
• Place sales orders and warranty orders for parts and full products.
• Resolve situations in the best interest of both consumer and company in accordance with policies and procedures by using judgement, creative thinking and consumer centricity.
• Participate in general team meetings, offer feedback on trends and insights, partake in training sessions, product updates and stay apprised of product changes, new promotional offers, discontinued or quality service bulletins, product number, pricing, etc.

Who you are –

• Interest in DIY home repair/home plumbing products a plus
• Creative and solution-focused problem solver
• Outgoing and passionate about helping people
• Self-motivated, proactive and has a high sense of urgency
• HS Diploma/GED required;
  College Degree preferred or equivalent training or experience
• 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
• Bi-lingual a plus
• 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…