Associate Customer Service Representative, B2C

Kohler Co. is seeking an Associate Customer Service Representative to support customers with Kohler and Sterling plumbing products. The role involves handling telephone inquiries, troubleshooting installation and product issues, placing and tracking orders, and providing accurate, empathetic customer care while meeting service metrics.

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

Requirements:

• Technical proficiency: ability to navigate and manage multiple computer windows and software systems: Customer relationship management, order management and us.kohler.com website
• 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
• High school diploma or GED required
• Previous computer experience is necessary to be successful in this position
• Completion of internal Brand Ambassador Training Program required
• 2–4-year degree preferred
• At least 1+ years of customer service experience desired
• Experience in a call center environment preferred