CS Rep II

Masco Corporation • Indianapolis, IN

1d • $19 - $25 • Onsite

About The Position

Join Delta Faucet's Newport Brass Customer Service Team as a CS Rep II. Research and respond to luxury product inquiries from trade customers, sales agencies, and homeowners. The expectation is to offer a high-quality, upscale service experience through diverse communication platforms, such as phone, email, and chat. Using Salesforce Service Cloud, you will accurately detail all customer interactions. In addition, you will deliver company policies and procedures, such as warranty processes, with precision and courtesy.

Requirements

• High School diploma or equivalent experience required
• A minimum of 3 to 5 years of experience in customer service, or a comparable blend of educational background and practical knowledge
• Prior experience working with plumbing products required
• Systems proficiency (SAP, Salesforce, and MS Office)
• Genesys Phone system is a plus

Nice To Haves

• Expert knowledge of Delta’s product lines desired

Responsibilities

• Provide luxury level Technical Support to all business partners and end users
• Provide timely, professional communication with external and internal customers, including Delta’s Contact Center, Rep agencies, sales, marketing, and engineering
• Respond to telephone calls and emails that require product research, both general and technical
• Partner with Technical Support Specialists, Product Managers, Engineers, and Sales Managers to help resolve complicated customer issues and concerns
• Monitor all communication channels to ensure accurate follow-up is done to resolve inquiries promptly
• Ask qualifying questions to identify customer needs
• Fully answer, and anticipate, the needs of our customers to prevent repeat communication. Strive for one call resolution.
• Address customer dissatisfaction with care, perseverance, and concern
• Balance multiple tasks and make business decisions with little supervision
• When faced with multifaceted decision-making, respond positively
• Strong desire to learn about past, present, and future products
• Attend cross-functional meetings as needed to support company initiatives
• Other tasks and projects as assigned

Benefits

• Comprehensive benefit plans
• retirement
• savings
• tuition reimbursement
• employee incentive programs
• resources for mental, physical, and financial wellbeing
• LinkedIn Learning access
• internal opportunities to work on projects cross-company
• Four employee-led and self-directed Business Resource Groups
• Paid volunteer day annually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED