Customer Service Representative II
Delta Faucet, Santa Ana, CA, United States
Customer Service Representative II Join Delta Faucets Brasstech Customer Service Team as a Customer Service Representative II, supporting our Newport Brass brand. 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 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
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