Customer Care Representative Ii

Customer Care Representative II

Work Mode: Hybrid

Location:  Hybrid at Portland, OR, Dallas, TX or Houston, TX

Opportunity

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. This includes frequent contact with customers via email and phone and maintaining all appropriate documentation and account records.

Specific Responsibilities

• Provide Support and Problem Resolution to Showroom Teams
• Act as a point of contact for designated showroom(s), troubleshoot difficult customer issues and act as liaison on escalations.
• Responsible for competently and efficiently handling a fluctuating volume of contacts and question types and responding to inquiries within defined service level threshold.
• Document and track customer feedback and communicate back to Ann Sacks to drive continuous improvement.
• Possess an in-depth knowledge of Ann Sacks products, including technical aptitude. This includes leveraging our NTCA resource to verify installation process and warranty resolution.
• Resolve warranty claims in partnership with showroom management while identifying the best “cost versus service” solutions. Utilize 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 the business requires. Support Customer Care Representatives with creating BOLs, delivery reconsignments and responding to new customer web inquiries.
• Establish and maintain successful relationships with internal departments allowing for timely and effective resolution of customer needs. Act as liaison between sister brands to provide proactive lead time information and resolve inter-company client issues.
• Coordinate special one-time projects as assigned by Supervisor. Such projects may include creation and documentation of SOPs, analysis of BOBJ and SAP data, and business process change testing and participation.

Skills/Requirements

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

The hourly range for this position is $18.60 - $23.25. The specific hourly rate offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates’ development to make that happen.  So, we offer ongoing investment in each individual’s personal development and the opportunity to collaborate with others across functions and roles at Kohler.  

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

*Important update for candidates applying to roles within Kohler Energy, including Power Systems, Engines, Home Energy, Kohler Uninterruptible Power, Clarke Energy, Curtis Instruments, and Heila Technologies.
On November 6, Kohler Co. announced the strategic decision to establish Kohler Energy as a separate, independent business with Platinum Equity as the majority investment partner. Kohler will continue to stay invested in the Energy business following the closing and remains committed to supporting the acceleration of long-term growth strategies for both organizations. Talent and operational transition plans are underway, and Kohler Co. and Platinum Equity expect the agreement to close in the first half of 2024.Thank you for your interest in joining our growing team as we embark on the next phase of growth!

About Us

Beyond the 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 .

It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications 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 .  Kohler Co. is an equal opportunity/affirmative action employer.  

We invite you to learn more about equal employment opportunity by reviewing the Federal and the .