Customer Care Representative II, Ann Sacks - HOUSTON - Kohler Co.

Description

Job Description:

The Customer Care Representative contributes to a positive and inclusive work environment, with the primary responsibility for communication and problem resolution with our showroom teams to ensure customer satisfaction.

Key Responsibilities:

• Act as a point of contact for designated showrooms, troubleshoot difficult customer issues, and act as liaison on escalations.
• Competently and efficiently handle a fluctuating volume of contacts and question types, responding to inquiries within defined service level threshold.
• Document and track customer feedback, communicate back to Ann Sacks to drive continuous improvement.
• Possess in-depth knowledge of Ann Sacks products, including technical aptitude, leveraging NTCA resource to verify installation process and warranty resolution.
• Resolve warranty claims in partnership with showroom management, identifying best 'cost versus service' solutions, utilizing negotiation skills and compromise to reach customer resolution while maintaining warranty budget.
• Provide backup support for Customer Care Representatives during time off, coverage gaps, or as business requires, supporting with creating BOLs, delivery reconsignments, and responding to new customer web inquiries.
• Establish and maintain successful relationships with internal departments, allowing timely and effective resolution of customer needs, acting as liaison between sister brands to provide proactive lead time information and resolve inter-company client issues.

Additional Duties:

• Coordinate special one-time projects assigned by Supervisor, such as creation and documentation of SOPs, analysis of BOBJ and SAP data, business process change testing, and participation.

Requirements:

• Minimum 2 years of experience in customer-facing environment required, preference given to candidates with blend of in-person and remote (email, telephone) customer interactions in fast-paced environment.
• High School Diploma preferred.
• Ability to leverage technical skill set to effectively execute duties, experience with Microsoft Office suite - proficiency with Word required, familiarity with Excel and Outlook preferred, Avaya phone system experience preferred, SAP experience a strong plus.
• Strong communication skills, interacting via phone, in-person, email, and IM.
• Ability to represent brand to end user and maintain client relationships as Brand Ambassador.
• Effective problem solver, driving swift resolution for clients and showrooms alike.
• Self-motivated with high sense of urgency.

Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with competitive total rewards package to support health and wellbeing, access to career growth and development opportunities, diverse and inclusive workplace, and strong culture of innovation. With more than 30,000 bold leaders across globe, we're driving meaningful change in mission to help people live gracious, healthy, and sustainable lives.