Customer Service Representative

Masco • Port Washington, NY • 9m ago

Purpose:

We are looking for an upbeat customer service representative (CSR) to join our team. You will act as a liaison, provide product information and resolve any emerging problems that our customers might face. The best CSRs are genuinely excited to help customers. You are patient, informative, and passionately communicative. Customer service representatives can put themselves in their ... customers’ shoes and advocate for them. Customer feedback is priceless, and this is vital. Problem-solving should come naturally. You are confident at troubleshooting and investigating issues. The goal is to ensure each customer receives first class service experience, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities: • Provide outstanding customer support by accurately and thoroughly responding to inbound calls, e-mail inquiries and chat in order to provide information about products and services, to take orders for part replacements, or to obtain details of complaints. • Provide and coordinate service to customers as it relates to order inquiries and entries, product/ technical support, and issue resolution. • Determine root causes to issues and develop resolution action plans based on your findings, as well as interact with other departments to help drive positive customer experiences. • Be an active listener who can show empathy and patience in a non-scripted environment • Obtain and examine all relevant information and assess validity of complaints and to resolve possible causes of failure, wrong product, etc. • Review warranty policy terms and determine whether a particular claim is covered by warranty. • Prepare shipping for returned goods. • Assists in Returns and Replacements as needed. • Provide technical assistance as necessary to customers, and utilize internal resources to find resolutions when applicable. • Communicate all grievances, improvement suggestions, and constructive criticism to Customer Support Manager • Reputation Management – Review product rating and reviews on Kraus.com and partner sites and manage/resolve customer concerns.

Education & Experience: • Have a High School Diploma or equivalent experience • 1+ year prior experience in a customer facing role. Experience related to plumbing and/or plumbing fixtures manufacturing is preferable but not required • Ability to learn the technical nuances of the Kraus product line. • Proficient computer skills, including Microsoft products is required. • Salesforce experience is a plus. • Ability to balance multiple tasks and make business decisions with little supervision, as well as proven problem-solving skills. • Possess strong communication skills, both written and verbal. • Exhibit a high degree of professional excellence characterized by sound judgment, initiative, and a high standard of ethics.

KRAUS USA, a premium sink and faucet manufacturer is an affiliate of Masco’s Delta Faucet Company, a leading U.S. manufacturer of residential and commercial faucets, including Delta®, Brizo®, and Peerless®-branded products. KRAUS USA is known for their command of the online marketplace with an outstanding product line and brand recognition for their kitchen sinks We strive to push the boundaries of design to create the most exceptional kitchen and bath experience possible, for an everyday life that’s beyond the ordinary.

Beyond the competitive benefits and compensation, Kraus proudly offers an exciting and fun environment, steeped in creativity and commitment to our employees and communities. We invite you to learn more about our culture and company at www.kraususa.com.

At Delta Faucet Company, we view diversity as a mosaic of thoughts and perspectives that come from people’s varied cultural backgrounds, experiences, education, career paths and other influences that make each of us unique. For us, inclusion means welcoming differing opinions, collaborating, allowing people to come to work as who they are and recognizing everyone’s contributions. We know that in a diverse, inclusive company, ideas flow freely, all voices are heard and all perspectives are valued. Delta Faucet Company continuously strives to be this kind of organization. Diversity and Inclusion (D&I) supports our inherent values, makes us more relevant to customers and consumers and inspires innovation. It is not a goal or a program; it is a vital ingredient in our formula for success and a key to our future growth.

Company: Delta Faucet Company

Shift 1 (United States of America)

Full time

Hiring Range: $17.69 - $27.87

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Delta Faucet Company (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.