Customer Service Representative II

Customer Service Representative II

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.

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

Qualifications

• 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
• Expert knowledge of Delta's product lines desired
• Systems proficiency (SAP, Salesforce, and MS Office)
• Genesys Phone system experience is a plus

At Delta Faucet Company, our people are our greatest assets. We value different perspectives and fostering an inclusive environment. You'll have the opportunity to shape the future of our brand, working alongside passionate professionals committed to excellence and innovation. Join us to lead progressive growth and make a significant impact within a leading organization.