What are the responsibilities and job description for the Luxury Toilet Call Center Representative position at TOTO USA, Inc.?
JOB TITLE: Luxury Toilet Call Center Representative
DEPARTMENT: Tech Services
MAJOR FUNCTION:
Provides technical assistance to customers, potential customers, sales, distributors, manufacturer representatives, etc. related to proper installation, product features, specifications, and applicable product to meet designated specification.
COMPETENCIES:
Responds to customer telephone and email inquiries regarding installation problems or malfunctions as well as provide step by step instructions to alleviate problems or malfunctions.
Provides specifications of company products to architects, engineers, manufacturer representatives, field sales, etc. who are seeking to evaluate company products to determine if they meet local and state building codes.
Compiles claim data in order to form trend analysis as well as make product improvements.
Provides documentation to customers and regulatory agencies denoting product specifications in order to verify compliance with local and state codes.
Explains products and features to customers, potential customers, architects, engineers, plumbers, distributors, etc.
Provides field support to customer and sales in order to evaluate claims due to quality, faulty installation, etc.
Investigate, evaluate and approve repair claims of damaged products.
Performs and evaluates comparison testing of competitor products.
Prepares and distributes test reports or other information to regulatory agencies in order to determine if the product meets state code requirements.
Evaluate company products in accordance with certification standards.
Provide input on installation manuals for new and improved products.
Provide input on packaging specifications of company products for vendors.
ADDITIONAL RESPONSIBILITIES:
Provides demonstrations/tours for engineers, architects, etc. requiring technical information as needed.
Trains new sales managers, customer service, manufacturer representatives, distributors, etc. on company products as needed.
Assists Product Engineering Manager as needed.
Troubleshoots and repairs company products as needed.
Install and evaluate performance on new experimental products.
Perform other duties as assigned.
DIMENSIONS:
Responsible for technical support to customers, potential customers, field sales, customer service, distributors, manufacturers’ representatives, etc. for all TOTO companies.
RELATIONSHIPS AND CONTACTS:
Daily exchange of technical information with customers, potential customers, field sales, customer service representatives, distributors, manufacturer representatives, etc.
SPECIFICATIONS:
Has a minimum of 3 years experience as a service and repair plumber / or call center support agent. A plumber’s license is desirable, but may be waived with adequate experience. Excellent verbal and written communication skills are mandatory. Candidates should be comfortable working with a personal computer using Microsoft operating system, in the Office environment.
SUPERVISORY RESPONSIBILITY:
No direct supervisory responsibility.
Regardless of Position/Title, all employees are expected to provide the highest level of customer service and kindness for the TOTO organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. As an employee, you are expected to perform other duties, as assigned.
Mon - Fri. 8 am - 5pm EST.
