Customer Service Representative II

Join Delta Faucets Brasstech Customer Service Team as a Customer Service Representative II supporting our Newport Brass 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 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 Deltas 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 Deltas product lines desired

• Systems proficiency (SAP Salesforce and MS Office)

• Genesys Phone system experience is a plus

Company: Brasstech

Brasstech (the Company) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Companys 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 people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Brasstech is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster:English & Spanish

E-verify Right to Work Poster:EnglishSpanish