American Standard

Customer Care Technical Service Rep

2 weeks ago(12/4/2017 9:45 AM)
Job ID
# of Openings
Customer Care


Working actively to handle incoming customer calls and emails in efforts to provide quality product troubleshooting, warranty inquiries, entering warranty orders, and general inquires and advice, while also attempting to sell repair parts out of warranty.


  • Handling of high volume incoming technically-related calls and emails from customers within the set quality standards. Fielding calls and responding to inquiries pertaining to Grohe Fixtures & Fittings.
  • Addressing and Resolving Complaints
  • 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/emailing instruction & installation manuals, etc.
  • Advising clients on how to proceed with regards to 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 Supervisors to resolve customer complaints in a timely fashion.
  • Participation in general team meetings, training sessions, product updates and GPS.


  • Previous technical support 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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