Luxury Tech Support Specialist (CSR II)

Talentify; Indianapolis (IN); On-site; USD 25,000 - 34,000; Full time

Job summary

Brasstech is seeking a Customer Service Representative II to join Delta Faucet Company's Newport Brass team, handling luxury inquiries from trade customers and homeowners. You will detail interactions in Salesforce, follow warranty procedures, and deliver high-quality service across phone, email, and chat channels.

Responsibilities include technical research, collaboration with product managers and engineers, timely responses, and a commitment to one-call resolution while maintaining

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 Delta’s 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 Delta’s 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.

Skills

Customer service

Telephone support

Plumbing products

Delta product lines

SAP

Salesforce

MS Office

Genesys

Education

High School diploma

Tools

SAP

Salesforce

MS Office

Job description

Brasstech is seeking a Customer Service Representative II to join Delta Faucet Company's Newport Brass team, handling luxury inquiries from trade customers and homeowners. You will detail interactions in Salesforce, follow warranty procedures, and deliver high-quality service across phone, email, and chat channels.

Responsibilities include technical research, collaboration with product managers and engineers, timely responses, and a commitment to one-call resolution while maintaining