Luxury Tech Support Rep II

Delta Faucet Company; Indianapolis (IN); On-site; USD 25,347 - 34,095; Full time

Job summary

Delta Faucet Company is seeking a Customer Service Representative II for the Newport Brass Customer Service Team. You will research and respond to luxury product inquiries from trade customers, agencies, and homeowners, delivering high-quality service via phone, email, and chat using Salesforce Service Cloud.

You will provide precise warranty and policy guidance, collaborate with engineers and product managers, and maintain professional, timely communication to ensure customer satisfaction and

Qualifications

• High School diploma or equivalent.
• 3+ years in customer service.
• Experience in telephone-based support.
• Plumbing product knowledge preferred.
• Proficiency with SAP, Salesforce, MS Office.

Responsibilities

• Provide luxury level technical support to partners and end users.
• Maintain timely, professional communication with customers including Delta’s Contact Center and agencies.
• Respond to phone calls and emails that require product research.
• Collaborate with Technical Support Specialists, Product Managers, Engineers, and Sales Managers to resolve issues.
• Monitor all channels to ensure follow-up for prompt resolution.
• Ask qualifying questions to identify customer needs.
• Strive for one-call resolution and address dissatisfaction with care.
• Balance multiple tasks with limited supervision.
• Attend cross-functional meetings to support company initiatives.

Skills

Customer service

Phone support

Plumbing products knowledge

Salesforce

SAP

MS Office

Genesys

Education

High School diploma or equivalent

Tools

SAP

Salesforce

MS Office

Genesys

Job description

Delta Faucet Company is seeking a Customer Service Representative II for the Newport Brass Customer Service Team. You will research and respond to luxury product inquiries from trade customers, agencies, and homeowners, delivering high-quality service via phone, email, and chat using Salesforce Service Cloud.

You will provide precise warranty and policy guidance, collaborate with engineers and product managers, and maintain professional, timely communication to ensure customer satisfaction and