Customer Service Representative, Associate

About The Company

Kohler is a globally recognized leader in the manufacturing of plumbing products, kitchen and bathroom fixtures, and interior design solutions. With a rich history of innovation and quality, Kohler has established itself as a trusted brand committed to enhancing everyday living experiences. The company prides itself on its dedication to sustainability, craftsmanship, and customer satisfaction, serving homeowners, designers, and professionals worldwide. Kohler's extensive product portfolio and commitment to excellence have positioned it as a pioneer in the industry, continually setting standards for design, functionality, and environmental responsibility.

About The Role

We are seeking a dedicated Associate Customer Service Representative (ACSR) to join our remote team. This role offers an exciting opportunity to provide exceptional support to customers regarding Kohler and Sterling plumbing products. As an ACSR, you will be the first point of contact for customer inquiries, offering expert guidance on product installation, troubleshooting, and order management. Your primary focus will be to deliver a world-class customer experience through empathetic communication, technical assistance, and problem-solving skills. This position is ideal for individuals passionate about customer service, with a desire to contribute to a reputable organization that values innovation, inclusivity, and professional growth.

Qualifications

• High school diploma or GED required; associate or bachelor's degree preferred
• Minimum of 1+ years of customer service experience
• Previous experience in a call center environment is advantageous
• Proficiency in computer systems including CRM, order management, and web navigation
• Excellent interpersonal and communication skills
• Ability to read and interpret technical publications, diagrams, and specifications
• Strong troubleshooting and problem-solving skills
• Authorized to work in the United States without sponsorship
• Work from home setup with reliable, wired internet connection (minimum 10 Mbps)
• Distraction-free workspace with no background noise

Responsibilities

• Respond promptly to inbound customer inquiries via phone, providing product diagnosis and appropriate solutions
• Assist customers and trade professionals with product installation, troubleshooting, and technical guidance
• Navigate and manage multiple software systems including Salesforce CRM, SAP, Microsoft Teams, and kohler.com
• Track orders, provide shipping information, and manage order status updates
• Upsell Kohler and Sterling products and accessories when appropriate to enhance customer satisfaction
• Maintain knowledge of all products, warranties, and technical documentation to ensure accurate support
• Participate in department initiatives aimed at improving customer experience and operational efficiency
• Monitor product trends and communicate insights to engineering and quality teams
• Assist with support functions such as order blocking, credit reports, and shipping resolutions
• Adhere to performance metrics and maintain acceptable attendance and punctuality

Benefits

• Competitive hourly wage of $20/hr, or $21/hr for bilingual candidates
• Day 1 comprehensive benefits coverage, including health, dental, and vision insurance
• Paid time off and holiday pay
• Opportunities for career development and advancement within a global organization
• Access to training programs and professional growth resources
• Supportive and inclusive work environment that values diversity
• Remote work setup with provided equipment

Equal Opportunity

Kohler is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all qualified applicants receive consideration for employment without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability, or veteran status. We believe in creating a diverse workforce that reflects the communities we serve and encourages innovation, collaboration, and mutual respect.