Consumer Connection Advisor

About Us:
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.

Overview:
The the Technical 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 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.

**Responsibilities**:
What you will do
- Be a Hero
- 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.

Qualifications:
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

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

Experience using SAP / Salesforce is a plus

Other requirements:
Flexibility on shift work from 8AM to 6PM ET - Monday to Friday as necessary; 7.5 hour shifts.

Using a computer and sitting for prolonged periods of time required

Talking and/or listening on the phone for prolonged periods of time

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.