Masco Corporation
Customer Service Representative
Port Washington, NY | $64K - $28K
Qualifications
- 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
- 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
Responsibilities
- 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
- Customer service representatives can put themselves in their customers’ shoes and advocate for them
- 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
- 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
Benefits
- Hiring Range: $17.69 - $27.87
- Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills
- 10,001+ employees
- Retail, Manufacturing, Construction, Home Improvement, Home Appliances, Building Materials, Building Construction, Industrial Machinery, Construction & Engineering, Homebuilding
- Public Company
- Livonia, MI
- Company Specialties:
Plumbing Products, Cabinetry Products, Decorative Architectural Products, and Windows and Other Specialty Products
Company information
Masco Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our products enhance the way consumers all over the world experience and enjoy their living spaces. Our portfolio of industry-leading brands includes Behr® paint; Delta® and Hansgrohe® faucets, bath and shower fixtures; Kichler® decorative and outdoor lighting and HotSpring® spas, to name a few. At Masco, we believe in better living possibilities—for our homes, our environment and our community. Across our businesses and geographies, we seek out these possibilities to grow ourselves, enhance our consumers’ lives, create returns for our shareholders and improve the world around us. We believe a strong, supportive presence in the communities where we live, work and do business is vital. We partner with organizations that are as driven as we are to support the growth of our communities, encourage and enable equity and provide safe, affordable housing for all families. Plumbing: Axor, BrassCraft®, Bristan®, Brizo®, Caldera®Spas, Delta®, Endless Pools®, Hansgrohe®, HotSpring®, Newport Brass®, Peerless®, Mercury Plastics LLC Decorative Architectural: Behr® , KILZ®, Liberty® Hardware, Kichler Lighting For more information about Masco Corporation, visit masco.com.
