Product Consultant

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. This is a remote role. Regular hours are Monday through Friday 10:30am - 7:00pm EST (7:30am – 4:00pm PST), and optional weekend overtime.  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.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 high-pressure 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.