American Standard

  • Customer Service Rep - Base Business

    Job Locations US-TX-Grand Prairie
    Posted Date 2 weeks ago(10/4/2018 3:08 PM)
    Job ID
    2018-2453
    # of Openings
    1
    Category
    Customer Care
  • Overview

    This position will serve as the coordinator of service requests to ensure LHS is effectively supporting the limited lifetime warranty of products installed. This roles requires experience in operations and customer service, in a fast paced environment with the ability to quickly adapt and resolve any issues coming up in the process.

     

    Who we are: We are a division of American Standard, Lixil Home Services is a turnkey home improvement group designed to provide manufacturer direct purchase and installation solutions for home products with everyday use. Making home remodels simple with easy installation solutions that raise the standard of living through quality, safety and smart design is the focus of Lixil Home Services. Installation and service is at the heart of everything we do.

    Responsibilities

     

    • Effectively answer via phone all customer product questions or general inquiries related purchase.
    • Troubleshoot and resolve via phone customer product issues
    • Resolve any Customer Service issues escalated by management related to retail and trade customers or products.
    • Identify and escalate any customer product issue that cannot be resolved over the phone.
    • Place product orders, track and monitor all shipments in progress to ensure on-time deliveries, up-date end-user with delivery status.
    • Maintains knowledge of, and establishes a productive relationship with key remodeler accounts.
    • Provide technical support to installers or third-party service providers, and or assist with locating technical support for same.
    • Interacts on a regular basis with production, engineering, technical services and quality assurance teams to find solutions to existing product quality issues.
    • Support management requests for service response or customer issue information.
    • Up-date CRM with accurate and timely information.
    • Follow up on service request dispatched to insure proper correct and timely service repair response and customer satisfaction.
    • Track and review service tickets from repair providers to insure timely response and all resolution information is reported.
    • Identify and escalate damaged returns back to the manufacturing plant.

    Qualifications

     

    • High school diploma or equivalent
    • 3- 5 years relevant Operations and/or Customer Service responsibility
    • Above average detail orientation
    • Unyielding focus on 100% compliance for all data needs
    • Strong ability to multi-task and utilize technology for organizing large amounts of data
    • Working knowledge of MS Office products, particularly Word, Excel and PowerPoint; familiarity with SAP, Cisco, Salesforce or other similar system helpful.
    • Competencies (Abilities): Communication, Strong Team player, Organization, Attention to detail, Operation/Process Management
    • Ability to handle confidential issues with diplomacy
    • Ability to convey sympathy with the customer and instill confidence that AS stands behind their commitments.

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