Requirements:
- High school diploma or GED required, 2-4 year degree preferred.
- 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 7:00 a.m. – 6:00 p.m, ~32-36 hours per week.
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
For application instruction, contact kimberly.hughes@adp.com
0 comments:
Post a Comment