Customer Support Specialist

2 weeks ago

Port Washington, New York, United States Masco Cabinetry Full time

Objective:
We are seeking a motivated customer support specialist to enhance our Masco Cabinetry team. In this role, you will serve as a vital link, offering product insights and addressing any challenges our clients may encounter. The ideal candidate is genuinely enthusiastic about assisting customers, demonstrating patience, clarity, and effective communication. A successful customer support specialist empathizes with clients and advocates on their behalf. Customer feedback is invaluable, making it essential to your role. Natural problem-solving skills are a must, along with confidence in troubleshooting and resolving issues.

Your primary aim is to guarantee that every customer enjoys a premium service experience, responding promptly to inquiries and ensuring high levels of customer satisfaction.


Key Responsibilities:

Deliver exceptional customer support by thoroughly addressing inbound calls, email inquiries, and chat communications to provide information about products and services, process orders for replacements, or gather details regarding complaints.

Facilitate and coordinate customer service related to order inquiries, product/technical support, and resolution of issues.

Identify root causes of problems and formulate action plans for resolution based on your assessments, while collaborating with other departments to foster positive 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 address potential causes of issues, such as incorrect products.

Review warranty policy terms 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 identify solutions when applicable.
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 is required.
A minimum of 1 year of experience in a customer-facing role is preferred. Experience in cabinetry or related manufacturing is advantageous but not mandatory.
Ability to grasp the technical details of the Masco product line.
Proficient in computer skills, including Microsoft Office applications.
Capable of managing multiple tasks and making informed decisions with minimal supervision, along with demonstrated problem-solving abilities.
Strong written and verbal communication skills are essential.
Display a high level of professional integrity characterized by sound judgment, initiative, and ethical standards.

Company Overview:

Masco Cabinetry is a leader in the cabinetry industry, recognized for its innovative designs and exceptional product offerings. We are committed to pushing the boundaries of design to create extraordinary kitchen and bath experiences that elevate everyday living.

Our company culture emphasizes creativity, collaboration, and a commitment to our employees and communities.


Company Values:

At Masco Cabinetry, we celebrate diversity as a rich tapestry of thoughts and perspectives derived from varied cultural backgrounds, experiences, and career paths.

Inclusion means embracing diverse opinions, fostering collaboration, and allowing individuals to express their authentic selves at work while recognizing everyone's contributions.

We believe that a diverse and inclusive workplace encourages the free flow of ideas, ensures all voices are heard, and values all perspectives.

Masco Cabinetry is dedicated to being this type of organization, where diversity and inclusion are integral to our success and growth.

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