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Customer Service Representative II - Santa Ana, CA
Support Delta Faucet customers by researching luxury plumbing products and providing technical assistance. Resolve inquiries through phone, email, chat, and Salesforce Service Cloud.
विवरण
- Research and resolve luxury product inquiries from trade customers, sales agencies, and homeowners
- Deliver responsive service through phone, email, and chat
- Document customer interactions accurately in Salesforce Service Cloud
- Apply company policies and procedures, including warranty guidelines
- Provide luxury-level technical support to business partners and end users
- Communicate professionally with internal and external customers
- Handle calls and emails requiring general or technical product research
- Collaborate with technical support, product, engineering, and sales teams on complex issues
- Monitor communication channels and complete accurate follow-up
- Ask targeted questions to clarify customer needs
- Anticipate customer needs and work toward resolving issues in one interaction
- Handle dissatisfied customers with care and professionalism
- Participate in cross-functional meetings as required
- Complete other assigned tasks and projects
आवश्यकताएँ
- High school diploma or equivalent experience is required
- At least 3 to 5 years of customer service experience, or an equivalent combination of education and practical knowledge
- Previous experience with plumbing products is required
- Expertise with Delta product lines is preferred
- Proficiency with SAP, Salesforce, and Microsoft Office
- Experience with the Genesys phone system is a plus
- Ability to provide technical support to business partners and end users
- Ability to research product questions and resolve complex customer issues
- Ability to manage multiple responsibilities and make business decisions with limited supervision
लाभ
- Comprehensive benefits plans
- Retirement and savings programs
- Tuition reimbursement
- Employee incentive programs
- Resources supporting mental, physical, and financial wellbeing
- Access to LinkedIn Learning
- Opportunities to contribute to cross-company projects
- Four employee-led and self-directed Business Resource Groups
- One paid volunteer day each year
- Flexible work-life balance
- A culture centered on equality, diversity, and inclusion
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