Consumer Connection Advisor

About Us

Every person on the planet dreams of a better home. And at LIXIL, we're committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world leading brands like INAX, American Standard, GROHE, TOSTEM and many more, we touch the lives of more than a billion people each day, transforming houses into homes.

Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit and commitment to having a positive impact on the planet are integral to our business strategy.

LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered, and to unlock progress for all.

We invite you to make this journey with us. It is as challenging as it is inspiring. Together we can shape the future of living. We're a home for growth, for imagination, for creativity. A home for your talent and ambition.

A home for everyone.

Overview

The Customer Service Advisor (Internal title - Consumer Connection 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 direct consumers and end users such as project site leads, plumbers and contractors, pertaining mostly to installing our 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.

Responsibilities

What you will do -

Be a Hero

• Serve as the primary contact (phone/email/chat) for consumers and professionals, providing expert resolution for product identification, installation, parts, technical troubleshooting, warranty, sales orders, and refunds for roughly 85% of the shift, aiming for 30+ interactions daily.
• You may also handle consumer interactions through various digital touchpoints, including: Product reviews and questions, SMS/messaging, Social media, Other channels

Make a Difference

• Inspire consumers with top-notch service, putting yourself in their shoes, respond with urgency and demonstrate product expertise in every interaction.
• Anticipate needs and deliver 'above and beyond' moments.
• Collaborate on solutions to enhance consumer experience and company processes.
• Build relationships that reinforce brand values and drive loyalty.

Do the Right Thing

• Meet all quality, productivity, and sales targets.
• Process sales and warranty orders for parts and products.
• Resolve consumer and company issues following policies, using judgment, creative thinking, and a consumer-centric approach.
• Participate in team meetings, offer trend feedback, attend training, and stay informed on product changes, promotions, bulletins, pricing, and part numbers.

Qualifications

Who you are -

• 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 8AM - 7PM EST; schedules will vary, but is typically 9AM - 6PM EST.
• "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.

Hiring Range

The Hiring Salary Range for this position is $36,000-46,000.00/year

(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.)

EEO Statement

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. Only at LIXIL's request preferred vendors may be invited to refer talent for specific open positions. In such cases, a current and fully executed agreement with LIXIL must be in place.

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.