Job Summary
 

The Customer Service Representative (CSR) I is responsible for building rapport with new and existing customers by providing quality customer service.  The role will be required to follow up with internal and external customers queries and concerns in a timely manner. Additionally, when needed a CSR I will provide support to a CSR II with processing territorial orders.

ESSENTIAL DUTIES AND RESPONSIBLITIES

• Receives and responds to incoming customer calls for orders or inquiries.
• Performs all work activities in accordance with company policies and procedures in order to achieve and maintain customer loyalty.
• Serves as a customer service leader within the company through willingness to work cohesively with other departments and all individuals.
• Serves as the primary point of contact for customers by accessing their plumbing needs via telephone, fax, and email channels.
• Investigates and resolves a wide variety of issues and requests to include probing for additional information from customers, setting expectations, and completing fulfillment requests.
• Acts as an expert possessing knowledge on a wide array of products and services by using appropriate resources to resolve customer requests. 

OTHER DUTIES

• Performs other duties as required.

MINIMUM REQUIRED QUALIFICATIONS

Educations and/or Experience

• High School Diploma or equivalent is required
• 1 - 2 years Customer Service experience
• Preferably 1-year experience Manufacturing/Distributor or Inbound/Outbound Call Center

SKILLS, KNOWLEDGE, AND ABILITIES

• Excellent telephone etiquette
• Pleasant, positive, professional attitude
• Ability to remain calm and focused when answering inquiries/concerns
• Ability to use good judgment and work well under pressure
• Excellent oral and written communication skills
• Outstanding follow-up and follow-through abilities
• Detail orientated

• Proven skills in critical thinking and problem solving, strong analytical, numerical and reasoning abilities
• Flexible and innovative thinking

Computer Skills

• Basic Microsoft Office (Outlook, Word, Excel)

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Basic math skills (add, subtract, divide, multiply)

Other Skills

• Must be able to work all shifts, including weekends and holiday hours.
• Ability to legally work without sponsorship for employment visa status.

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk or hear. This is a largely sedentary role; however, standing and walking up and down stairs will be required. The employee will occasionally be required to complete some filing. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand as needed. This position may require reaching above shoulder heights or below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. This position may occasionally lift up to 20 pounds for files and computer printouts.

WORK ENVIRONMENT

While performing the duties of this job, the employee will work in an office environment or enclosed office space; and can be exposed to a warehouse environment on a frequent basis. The ambient conditions are moderate, and the noise level in the work environment is moderate.  Artificial lighting and air conditioning is found within the environment.

OTHER INFORMATION

Masco is an Affirmative Action and Equal Opportunity Employer

Masco is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

Masco is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Company

Masco Corporation (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: English, Spanish

No visa sponsorship is available for this position, unless specified within the job description.

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