Customer Service Associate

iHire; Green Bay (WI); Remote; USD 30,000 - 50,000; Part time

Job summary

Join a forward-thinking company as an Associate Customer Service Representative, where you will provide exceptional support for Kohler and Sterling plumbing products. This remote role allows you to assist customers with installation, troubleshooting, and order placement, ensuring a world-class service experience. With a focus on empathy and problem-solving, your contributions will be crucial in enhancing customer satisfaction. Enjoy a competitive rewards package and opportunities for career growth in a diverse and innovative workplace. If you are passionate about helping others and delivering quality service, this is the perfect opportunity for you!

Benefits

$500 Sign On Bonus

Career Growth Opportunities

Diverse and Inclusive Workplace

Qualifications

• 1+ years of customer service experience desired.
• High school diploma or GED required, 2-4 year degree preferred.

Responsibilities

• Answer inbound customer inquiries and provide product support.
• Perform advanced troubleshooting and advise specification guidelines.

Skills

Customer Service

Communication Skills

Technical Proficiency

Problem Solving

Education

High School Diploma or GED

2-4 Year Degree

Tools

Salesforce CRM

Microsoft Teams

SAP

Outlook Email

Sharepoint

Verint Schedules

Workbrain

Job description

Associate Customer Service Representative, B2C ($500 Sign On Bonus) - Remote within 150 miles of Kohler, WI

Work Mode: Remote

Location: Remote - Kohler, WI (must live within 150 miles of 53044 - Sheboygan, WI)

$500 Sign On Bonus!

As an Associate Customer Service Representative (ACSR), you will assist customers with Kohler and Sterling plumbing product support including installation and troubleshooting, pre-sale questions, and order placement. Your goal is to provide world-class customer delight during telephone interactions while troubleshooting, investigating, and resolving customer inquiries about Kohler and Sterling products. You will provide empathetic, courteous, and quality customer care in an accurate and timely manner, while maintaining a positive, problem-solving approach, which will be measured by customer feedback surveys and customer experience evaluations. We invite you to apply today to join our team starting on Feb 24, 2025.

Specific Responsibilities

• Answer inbound customer inquiries via phone calls by diagnosing products and taking appropriate action.
• Perform advanced troubleshooting and advise specification guidelines with plumbers, designers, and retail, wholesale, and showroom personnel.
• Guide customers and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products.
• Navigate and manage multiple computer windows and software systems: Customer relationship management, order management and us.kohler.com website.
• Use Customer Care Center (3C) technology (i.e., Salesforce CRM, kohler.com, SAP, Microsoft Teams, Outlook Email, Sharepoint, Verint Schedules, and Workbrain) and all other tools/resources available, including technical literature and price books.
• Gain knowledge of all Kohler and Sterling products and the associated warranties.
• Read and understand technical publications, diagrams, and specification documents.
• Exhibit excellent interpersonal and communication skills.
• Track orders, provide availability, and other shipping information.
• Upsell Kohler and Sterling 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 initiatives as needed.
• Participate in various Customer Service Support functions as needed including order block reports, credit card reports, and shipping resolution.
• Meet or exceed balanced scorecard metrics and maintain an acceptable attendance record.

Skills/Requirements

• High school diploma or GED required; 2-4 year degree preferred.
• 1+ years of customer service experience desired.
• Previous computer experience is necessary to be successful in this position.
• Experience in a call center environment preferred.
• Completion of internal Brand Ambassador Program required.

Work from home requirements:

• Responsible for paying their own internet expenses and must have a hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service. Wired ethernet connection that meets upload and download speed requirements is required. Cannot be Wi-Fi, dial up, satellite, or cellular internet.
• Have a separate confidential and distraction-free workspace with no background noises.
• Freedom from other responsibilities to focus on delivering a world-class service experience.
• Required to work during assigned shift time Monday-Friday between the hours of 8:00 a.m. and 5:00 p.m. Break and lunch times will be scheduled.
• Less than full-time hours of 32-34 hours/week may be available after training; more hours will be required during peak season.

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, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us
It is Kohler's 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 ... Kohler Co. is an equal opportunity/affirmative action employer.

Job ID: 464565015

Originally Posted on: 2/7/2025