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Customer Support Specialist
2 months ago
Objective:
We are seeking a dynamic customer support specialist to enhance our team at Masco Cabinetry. In this role, you will serve as a vital link between our customers and the company, providing essential product information and addressing any challenges that may arise. The ideal candidate will possess a genuine enthusiasm for assisting customers, demonstrating patience, clarity, and effective communication skills. Understanding customer feedback is crucial, and your ability to empathize and advocate for their needs will be invaluable. Problem-solving should be an innate skill, with confidence in troubleshooting and resolving issues.
Your primary aim will be to guarantee that every customer enjoys a premier service experience, responding promptly to inquiries and fostering high levels of customer satisfaction.
Key Responsibilities:
Deliver exceptional customer service by accurately addressing inbound calls, email inquiries, and chat messages to provide information about our products and services, process orders for replacements, or gather details regarding complaints.
Facilitate and coordinate customer service related to order inquiries, product support, and issue resolution.Identify root causes of issues and formulate action plans for resolution based on your analysis, while collaborating with other departments to enhance customer experiences.
Exhibit active listening skills, showing empathy and patience in a flexible environment.Collect and evaluate all pertinent information to assess the validity of complaints and resolve potential issues such as incorrect products.
Review warranty policies to determine coverage for specific claims.Prepare items for return shipping.
Assist with returns and replacements as necessary.
Provide technical support to customers and utilize internal resources to find solutions when needed.
Communicate all customer feedback, suggestions for improvement, and constructive criticism to the Customer Support Manager.
Manage product ratings and reviews on various platforms, addressing and resolving customer concerns.
Qualifications:
High School Diploma or equivalent experience required.
Minimum of 1 year experience in a customer-facing role. Experience in cabinetry or related manufacturing is preferred but not mandatory.
Ability to grasp the technical aspects of the Masco product line.
Proficient in computer skills, including Microsoft Office applications.
Capable of managing multiple tasks and making sound business decisions with minimal supervision, along with proven problem-solving abilities.
Strong communication skills, both written and verbal.
Demonstrate a high level of professionalism characterized by sound judgment, initiative, and ethical standards.
Company Overview:
Masco Cabinetry is a leading manufacturer in the cabinetry industry, known for its innovative designs and exceptional product offerings. We are committed to creating outstanding kitchen and bath experiences that elevate everyday living.
Our company culture emphasizes creativity, collaboration, and a dedication to our employees and communities.
We invite you to explore our values and learn more about our commitment to excellence.
Company Values:
At Masco Cabinetry, we celebrate diversity as a rich tapestry of perspectives and experiences that contribute to our unique workplace.
Inclusion is fundamental to our culture, allowing individuals to express their authentic selves and recognizing the value of every contribution.
We believe that a diverse and inclusive environment fosters innovation and enhances our relevance to customers and consumers.
Diversity and Inclusion (D&I) are integral to our success and growth.
