Consumer Connection Advisor

American Standard•Mansfield, OH

1d•$35,000 - $45,000•Remote

About The Position

The Consumer Pro Service Advisor is influential in supporting our business as we strive to make every consumer experience with us outstanding. At LIXIL Americas, we embrace every interaction as an opportunity to leave a positive and lasting brand impression. Advisors handle an array of inquiries from professionals such as sales teams, plumbers, contractors, designers, etc. The brands we support include American Standard Brands, GROHE and DXV. The types of inquiries we support pertain to product troubleshooting, installation, order status, for our bathroom and kitchen products including: toilets, faucets, shower systems, sinks and commercially used products.

Requirements

Interest in DIY home repair/home plumbing products a plus
Creative and solution-focused problem solver
Outgoing and passionate about helping people
Self-motivated, proactive and has a high sense of urgency
HS Diploma/GED required; College Degree preferred or equivalent training or experience
1-2+ years of experience in a similar role within Customer Service and/or retail, manufacturing, hospitality
Digitally savvy, able to work on multiple systems and applications
Bi-lingual a plus
Excellent communication skills, both written and verbal
Great organization skills: manages time and is able to multitask
Positive attitude, works well in team and contributes to the high energy of the group
Strong problem analysis and solving skills
Curious and willing to learn, flexible with changing environment
Proficient in MS Office and Google Apps – Word, Excel and Gmail
Must be able to work flexible hours between; M-F 9AM - 6PM EST. This postion is eligable for overtime.
Remote equipment provided, training provided.
PLEASE NOTE: It is the incumbent’s responsibility to provide and maintain high speed internet connection/service to be successful in the performance of this position.

Responsibilities

Be a Hero
You are the first point of contact for our consumers handling inquiries thru various digital touchpoints, such as: voice, live chat, email, product reviews & Q&A, SMS, social media, etc.; empathizing with consumers as they turn to us for support and expertise.
Build relationships and personalize actions and resolutions for the consumer’s inquiry, including installation guides, parts & product troubleshooting, warranty and sales orders, refunds, etc.
Take ownership and make decisions you believe will elevate the customer’s experience
Make a Difference
Support each interaction as an opportunity to market the brand and ‘tell the story’, inspiring consumers with top-notch service, complete looks and product expertise.
Anticipate consumers’ needs and wow them with ‘above and beyond’ moments.
Collaborate on solutions to improve both consumer experience and company processes.
Cultivate relationships that reinforce brand values and drive consumer loyalty.
Do the Right Thing
Achieve quality assurance, productivity and sales target goals set forth by management team.
Place sales orders and warranty orders for parts and full products.
Resolve situations in the best interest of both consumer and company in accordance with policies and procedures by using judgement, creative thinking and consumer centricity.
Participate in general team meetings, offer feedback on trends and insights, partake in training sessions, product updates and stay apprised of product changes, new promotional offers, discontinued or quality service bulletins, product number, pricing, etc.