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Masco Corporation
Masco Corporation
H1B Visa SponsorConstructionManufacturingRetail
Masco Corporation designs, manufactures, and distributes branded home improvement and building products for consumers and the construction market worldwide. Its portfolio supports a range of home and living environments, while the company’s operations emphasize ethical conduct, continuous improvement, sustainability, and social responsibility. With a large, international workforce, Masco hires across the functions needed to develop, produce, and bring its products to market.
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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.

USUnited StatesCACalifornia
$20 – $23 / hour
On-siteFull-timeMiddleSeniorEnglish RequiredCustomer Support
Cloud

Description

  • 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

Requirements

  • 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

Benefits

  • 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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