Customer Service Representative

JOB DESCRIPTION: The Luxury Product Consultant is responsible for providing high quality customer care to create a positive experience for customers and consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls and emails from customers when they have product questions, troubleshooting needs and warranty support.

Our contact center is open 6:00 am-4:00 pm PST M-F. Our starting pay is $17.79 per hour. 

RESPONSIBLIITIES:

 Luxury Consumer Experience: Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited "word of mouth" promotion for House of Rohl products.

Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction.

Ability to read and interpret techincal drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions.

Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.

Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.

Maintain Professionalism: Ensure composure and professionalism in all interactions, even in highpressure or complex situations.

Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.

Accurate Record-Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.

Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements.