Associate Customer Service Representative, B2C req

Associate Customer Service Representative, B2C

Work Mode:

Remote

Location:

Remote - Kohler, WI (must live within 150 miles of 53044 - Sheboygan, WI)

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As an Associate Customer Service Representative (ACSR), you will have the opportunity to assist customers with Kohler and Sterling plumbing product support including installation and troubleshooting, pre-sale questions, and order placement. Your goal as an ACSR is to provide world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about Kohler and Sterling products. You will be empowered, and expected to provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach, which will be measured by customer feedback surveys and customer experience evaluations.

• 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  website.
• Effectively use Customer Care Center (3C) technology (i.e., Salesforce CRM, , 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.

• High school diploma or GED required, 2–4-year degree preferred.
• At least 1+ years of customer service experience desired.
• Previouscomputer experience is necessary to be successful in this position.
• Experience in a call center environment preferred.
• Completion of internal Brand Ambassador Training Program required.

• 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. Cannot be Wi‑Fi, dial up, satellite or cellular internet.
• 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. Break and lunch times will be scheduled.
• Part‑time hours are 34-36 hours/week after training, more may be required during peak season.

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