Customer Solutions Representative

Masco

1d • Remote

About The Position

The Customer Solutions Representative (Consumer) is an experienced, high-performing frontline role responsible for delivering exceptional service to MHPI Consumer customers across phone, chat, and email channels. The role remains fully customer-facing, with added responsibilities focused on providing assistance to customers and acting as the initial point of contact for consumer-related inquiries and actions pertaining to all Masco Canada product offerings.

Requirements

• 2–4 years of experience in a customer service, customer solutions, or contact center environment
• Experience in phone, chat, email support with a product-driven or service organization
• Excellent English communication skills, both verbal and written.
• Strong communication experience with international teams, well-versed with remote working protocols, including virtual collaboration tools, cross-time-zone and best communication practices.
• Ability to use a computer for 8.5 hours per day.
• Ability to use MS Office applications (Outlook, Excel, Word, and PowerPoint)
• 1-3 years’ experience in inbound consumer-related call, chat and email inquiries.
• Proven ability to handle high-volume, multi-channel support (phone, chat, email)
• Strong problem-solving and de-escalation skills
• High level of system proficiency and attention to detail
• Demonstrated professionalism, accountability, and customer-first mindset
• Graduation degree in any field.
• Minimum 30 MBPS Broadband Availability from national service providers (Jio, Tata, Airtel, or Hathway Fiber).
• Access to a quiet and dedicated home office environment that supports productive remote work.
• Must ensure safe and secure setup and usage of company-provided IT assets (monitors, laptop, accessories).

Nice To Haves

• Experience supporting Consumer customers in a product-driven or service organization
• Accuracy and attention to detail a must
• Positive attitude and strong work ethics
• Ability to prioritize and work without supervision
• Effective Team Player
• Good working knowledge of JDE system
• Experience with International teams preferred

Responsibilities

• Handle inbound calls, chats, and emails from Consumer customers with professionalism and empathy
• Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution
• Accurately document interactions and outcomes in CRM and internal systems
• Navigate complex or escalated customer situations independently, applying sound judgment and company policy
• Maintain strong performance across quality, productivity, and customer satisfaction metrics
• Act as the initial point of contact for consumer-related inquiries and actions pertaining to all Masco Canada product offerings.
• Address inquiries including, but not limited to, pricing, specification questions, troubleshooting, repair and installation, features and benefits, product options, proof of delivery, warranty and where to purchase.
• Assist the consumer through the administration of our warranty policies and procedures and action the request appropriately.
• Maintain a good level of understanding and knowledge of our product offering and its functions through ongoing training sessions in order to effectively answer consumers’ inquiries.
• Responsible for the timely review and follow-up of all consumer-related calls, emails, and chats located within the general Customer Service mailbox, as well as personal mailbox.
• Refer calls or emails to the technical team as required.
• Escalate to supervisor when applicable.
• Report & document any potentially quality or compliance issues for Performance Management
• Ensure compliance with the Masco Canada Product Compliance Management System
• Enter consumer warranty orders required from an incoming call, chat, or email
• Perform order management tasks, including reports and analysis
• Support open order book review
• Assist with on-the-job training and development of new & existing department employees.
• Other duties as assigned.

Benefits

• As per market standards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree