Customer Service Representative II

Brasstech•Indianapolis, IN

18d•$18 - $25

About The Position

At Delta Faucet, we are committed to transforming everyday experiences with water through innovative products and exceptional service. As a leader in the plumbing industry, we take pride in our dedication to quality, sustainability, and customer satisfaction. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence. Your Role at Delta Faucet Join Delta Faucet's Newport Brass Customer Service Team as a Customer Service Representative II. In this role you will 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 years of experience in customer service, or a comparable blend of educational background and practical knowledge
Experience working in a telephone-based customer service role is required
Prior experience working with plumbing products required
Systems proficiency (SAP, Salesforce, and MS Office)

Nice To Haves

Expert knowledge of Delta’s product lines desired
Genesys Phone system experience is a plus

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