What are the responsibilities and job description for the Customer Care Representative II, Ann Sacks position at Kohler?
Customer Care Representative II, Ann Sacks
Work Mode : Hybrid
Location : Hybrid - Portland, OR or Houston, TX
Opportunity
The Customer Care Representativecontributes to a positive and inclusive work environment, with the primaryresponsibility for communication and problem resolution with our showroom teamsto ensure customer satisfaction. This includes frequent contact with customersvia email and phone and maintaining all appropriate documentation and accountrecords.
SpecificResponsibilities
- Act as a point of contact for designatedshowroom(s), troubleshoot difficult customer issues and act as liaison onescalations.
- Responsible for competently and efficientlyhandling a fluctuating volume of contacts and question types and responding toinquiries within defined service level threshold.
- Document and track customer feedback andcommunicate back to Ann Sacks to drive continuous improvement.
- Possess an in-depth knowledge of Ann Sacksproducts, including technical aptitude. This includes leveraging our NTCAresource to verify installation process and warranty resolution.
- Resolve warranty claims in partnership withshowroom management while identifying the best cost versus service solutions.Utilize negotiation skills and compromise to reach customer resolution whilemaintaining warranty budget.
- Provide backup support for Customer CareRepresentatives during time off, coverage gaps or as the business requires. SupportCustomer Care Representatives with creating BOLs, delivery reconsignments and respondingto new customer web inquiries.
- Establish and maintain successful relationshipswith internal departments allowing for timely and effective resolution of customerneeds. Act as liaison between sister brands to provide proactive lead timeinformation and resolve inter-company client issues.
AdditionalDuties
Skills / Requirements
LI-Hybrid
LI-KZ1
CUSTOM.PAY.TRANSPARENCY
Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, were driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us
It is Kohlers policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com. Kohler Co. is an equal opportunity / affirmative action employer.
Required
Preferred
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