American Standard

Customer Care Technical Representative

US-OH-Mansfield
3 weeks ago
Job ID
2017-1922
# of Openings
1
Category
Customer Care

Overview

Working actively to handle incoming customer calls and emails in efforts to provide quality product troubleshooting, warranty

inquiries, literature requests, entering warranty and literature orders, and general inquires and advice, while also attempting to sell

repair parts out of warranty.

Responsibilities

Handling of incoming technically-related calls and emails from customers within the set quality standards.

• Fielding calls and responding to inquiries pertaining to American Standard Fixtures & Fittings, Luxury, Crane Plumbing

Products, Fiat Products, Eljer Fixtures and Fittings, and all other ASB Products sold in the United States.

• Addressing and Resolving Complaints, transferring or escalation issues most complex in nature to the appropriate team for

resolution. Calls are either transferred or escalated to a Team Leader, Supervisor, Whirlpool Team responsible for resolving

Acrylic and Whirlpool Issues, or the correct department.

• Sales of repair parts out of warranty.

• Processing and completion of product order requests through order entry into the Customer Relationship Management tool

“CRM” and SAP.

• Entering Warranty repair parts orders received via telephone, email and regular mail.

• Making Outbound Calls to perform customer follow-ups with regards to requesting more information, or to provide resolution

to pending cases

• Fielding requests for product templates, literature requests, faxing instruction & installation manuals, etc.

• Advising clients on how to proceed with regards resolution of warranty issues

• Logging customer information accurately into CRM.

• Ensuring that as a representative you are always updated on product changes, and new promotional offers, or discontinued or

defective products, product number changes and pricing changes

• Working closely with Team Leaders and Supervisors to resolve customer complaints in a timely fashion.

• Participation in general team meetings, training sessions, product updates and GPS.

Qualifications

  • Previous customer service experience.
  • Strong interpersonal skills and ability to communicate clearly, concisely and logically, both orally and written.
  • SAP, CRM, Microsoft Office Suite experience preferred.
  • Good decision-making skills.
  • Good customer complaint resolution skills.
  • Excellent degree of accuracy and organizational skills

 

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