Customer Service Representative - Kohler Ventures

Kohler Ventures is an independent company wholly-owned by Kohler Co., a global leader in the manufacture of kitchen and bath products, tile and home interiors, and an international host to award-winning hospitality and world-class golf destinations. Our mission is to build new digital businesses that empower consumers to lead healthier lives. We explore how familiar experiences can be enhanced and innovations developed through the integration of leading-edge technology, science, and design. Come join us as we build a best-in-class global multi-disciplinary team across artificial intelligence, machine learning, design, advanced software and hardware engineering, strategy, venture investments, sales, marketing, and partnerships. Our locations are Palo Alto, CA US, New York City, NY US, Kohler, WI US, Seoul, Korea, and Tel Aviv, Israel. We are seeking a Customer Service Representative to help us provide unparalleled support to customers over phone, emails, chat, and video calls. You will be responsible for being the voice of Kohler Ventures, ensuring that each customer has an above and beyond experience with the brand. This is an individual contributor position reporting to the Customer Success Manager. Specific Responsibilities Provide best-in-class customer experience through calls, emails, chat, and video calls Assist with installation and utilization of product and advanced troubleshooting for technical issues Become an expert in Kohler Ventures' internal systems, navigating multiple computer windows and software systems including the CRM platform, Salesforce, and website Act as the voice of Kohler Ventures, thinking proactively of solutions and finding opportunities to go above and beyond for customers Work closely with other members of the Kohler Ventures team, documenting and reporting issues, triaging escalations, and looking for ways to improve each customer's experience Skills/Requirements High school diploma or an equivalent is required. Bachelor's degree preferred 3+ years of customer service experience required in the consumer product space Experience providing customer support for connected hardware consumer products and mobile applications with the ability to guide users through troubleshooting protocols Experience working for wellness or tech startup a plus Excellent written communication skills – strong fluency in English, excellent diction, refined and polished writing Comfortable in a fast-paced environment, taking back-to-back phone calls and multitasking between interaction channels Comfortable provide customer service on video as needed in addition to traditional methods such as phone and chat Proven ability to stay focused on the customer and maintain the reputation of the brand at all times Technical mindset with an ability to acquire skills in technical troubleshooting and an eagerness to problem solve Positive, can-do attitude with a strong sense of ownership and no-task is too big or too small mindset You should have availability to work a schedule based on business needs that may include nights, weekends, and public holidays Travel requirement: ~ 5% A hard-wired internet connection directly from an internet service provider with a minimum download speed of 10 Mbps download and 3 Mbps upload, with less than 150 ms latency A quiet and private home workspace is critical

Kohler Ventures is an independent company wholly-owned by Kohler Co., a global leader in the manufacture of kitchen and bath products, tile and home interiors, and an international host to award-winning hospitality and world-class golf destinations.