Customer Service Advisor-Remote - American Standard

LIXIL makes pioneering water and housing products that make better homes a reality for everyone, everywhere. A better home is made up of surprisingly simple things – showers and faucets to experience water in new ways; kitchens that unleash creativity; toilets that provide cleanliness and comfort; doors and windows that connect you with the world outside; interiors and exteriors that bring spaces to life; baths to escape in after a long day.

Born in 2011 through a merger of five of Japan's most successful building materials and housing companies, we draw on our Japanese heritage to create world-leading technology and innovate to make high quality products that transform homes. Today, we're a global enterprise with approximately 55,000 employees in more than 150 countries worldwide, having expanded internationally by acquiring some of the most trusted names in our industry, including GROHE and American Standard.

But the LIXIL difference isn't what we do or where we do it, it is how we do it. We combine meaningful design, an entrepreneurial spirit, a dedication to improving accessibility for all, and responsible business growth to make things that matter – to people, to communities, and to the world we live in.

We are proud that our products touch the lives of more than a billion people every day but believe we have the potential to do so much more.

The Consumer Service Representative 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. Representatives handle an array of inquiries from direct consumers and end users such as project site leads, plumbers and contractors, pertaining mostly to installing GROHE bathroom and kitchen products, such as faucets, shower systems, sinks and toilets as well as providing troubleshooting support for product(s) that is already installed. The brands we support include American Standard Brands, GROHE and DXV.

What you will do –

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.

Who you are –

• Interest in DIY home repair/home plumbing products a plus
• Creative and solution-focused problem solver
• Forward thinker, innovative, 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 multi-task
• 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 Microsoft Office – Word, Excel and Outlook
• Must be able to work flexible hours; M – F 8AM – 6PM; schedules will vary
• "Work from home" equipment 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.

The Hiring Salary Range for this position is $27,500-38,000 annually.

(Salary offer to be determined by the applicant’s education, experience, knowledge, skills, location, and abilities, as well as internal equity and alignment with market data.)

Other Compensation (if applicable): This role will be eligible to participate in the annual Short Term Incentive plan.     

Regular Full-Time Salaried positions: Will include a comprehensive benefits package.

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AS, AMERICA INC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law.

Recruitment & Staffing Agencies: AS, AMERICA INC does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to AS, AMERICA INC. or its employees is strictly prohibited unless contacted directly by AS, AMERICA INC. internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of AS, AMERICA INC. and will not owe any referral or other fees with respect thereto.