Description |
**This is an ongoing posting to source candidates for future opportunities with the Customer Care team.
This is more than a job posting for the Kohler Company, one of the oldest and largest privately held companies in North America. This is an invitation to collaborate and apply your craft in a creative, conscious and characterful culture.
As a Bilingual Customer Care Representative (Spanish & English) this is your unique opportunity to set your mark and live on the leading edge.
HOW YOU WILL CONTRIBUTE
Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound telephone/email support for customers by troubleshooting, investigating and resolving customers' inquiries about KOHLER, Sterling and Robern products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with KOHLER/ Sterling/ Robern protocols while maintaining a positive, problem-solving approach.
Specific Responsibilities
* Primary duty is to answer inbound customer inquiries via multiple channels (e-mails, phone calls, chats) by performing diagnosis of products, and taking the appropriate action
* In addition to working with end-users of products, also perform advance troubleshooting and advice specification guidelines with plumbers, designers and retail, wholesale and showroom personnel
* In addition to troubleshooting, also walk end customer and trade professionals through step by step installation and/or repair of Kohler/Sterling/Robern products
* Effectively use Customer Care Center (3C) technology (i.e. customer registration software, portal, SAP, Intranet, Internet, email, phone system, scheduling software) and all other tools/resources available, including technical literature and price books
* Knowledge of at least one Kohler/Sterling/Robern products and the warranties associated with that product line
* Read and understand technical publications, diagrams and specification documents
* Track orders, provide availability and other shipping information
* Up sell Kohler 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 projects as needed
* Participates in various Customer Service Support functions as needed including order block reports, credit card reports and shipping resolution
RELATIONSHIPS AND CONTACTS
Supervisory Relationships:
* Reports to Supervisor - Customer Care Center
Organization Relationships:
* Occasional contact with Manager - Customer Care Center.
* Occasional contact with Customer Care Center Analysts
* Frequent contact with Customer Care Center Team Leaders.
* Occasional contact with Customer Service Support.
External Business Relationships:
* High volume contact with consumers to answer questions and troubleshoot Kohler and Sterling products.
MINIMUM REQUIREMENTS - WHAT YOU NEED TO QUALIFY
* High school diploma or GED required, 2-4 year degree preferred.
* Must be fluent in both Spanish and English
* A minimum of two years total work experience is desired - preferably in a customer service environment.
* Previous computer experience is necessary to be successful in this position.
* Experience in a call center environment is preferred.
* Hours of availability, Monday through Friday 7:00a.m. - 6:00p.m.
ABOUT THE COMPANY
Beyond competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at company website .
Since 1873, our life's work has been to contribute to a higher level of gracious living for those who are touched by our products and services. Today, over 50 leading edge Kohler brands deliver on that promise to customers in six continents- a testament to the craft of over 30,0 associates and the culture in which they operate.
As Kohler associates we are stewards of our craft, our culture, our environment and our communities. We care about our work and are committed to a single level of quality. We forge our own path. And in turn, experience the joy of discovery and the opportunity to grow.
If you're ready to contribute to our culture and set your mark, apply today at kohler.jobs.
We are an equal opportunity employer.
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Requirements |
See job description.
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