What are the responsibilities and job description for the Customer Care Representative II position at kohler?
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.
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