What are the responsibilities and job description for the Consumer Connection Advisor position at American Standard?
About Us:
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:
EEO Statement:
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.
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.
The Consumer Connections Advisor is influential in supporting our business as we strive to make every consumer experience with us outstanding. At Lixil Water Technology Americas (LWTA), 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 American Standard bathroom and kitchen products, such as faucets, 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
- 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
- Hours are Monday - Friday 9:00am -6:00pm ET, 1 hour lunch
The Hiring Salary Range for this position is $35,000.00- $51,000.00 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.
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.
Salary : $35,000 - $51,000
