Customer Service Representative

Job DescriptionAbout Kraus USA:Kraus USAs mission is to offer the highest quality kitchen and bathroom fixtures that are affordable and accessible to everyone.

We believe in the power of design to have a positive impact on peoples lives, transforming everyday environments into something more.

We strive to push the boundaries of design to create the most exceptional kitchen and bath experience possible, for an everyday life thats beyond the ordinary.The Role:Interact with customers to provide first class service experience.

Assist in delivering company and product information in response to inquiries, complaints, and credit requests.

Resolve complaints and ensure customer loyalty.Responsibilities:Provide exceptional customer support by accurately and thoroughly responding to inbound calls, e-mail inquiries and chat in order to provide information about products and services, to take orders for part replacements, or to obtain details of complaints.Must be able to master and explain technical documentation and information.Log customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken on CRM.Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.Be an active listener who can show empathy and patience in a non-scripted environmentRefer unresolved customer grievances to designated departments for further investigation.Determine charges for parts requested, collect payments, and/or arrange for billing.Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes of product failure, wrong product, etc.Review warranty policy terms in order to determine whether a particular claim is covered by warranty.Review results of claims with customer, arrange for examination of parts, claimed to be defective, and approving or disapproving customers’ claims.Prepare shipping for returned goods.Order tests that could determine the causes of product malfunctions.Assists in Returns and Replacements as needed.Performs other duties as assigned by Manager.Provide technical assistance as necessary to customers, and utilize internal resources to find resolutions when applicable.Adhere to the Kraus USA Inc.

company handbook.Communicate all grievances, improvement suggestions, and constructive criticism to Customer Support ManagerReputation Management Review product rating and reviews on Kraus.com and partner sites and manage/resolve customer concerns.Qualifications:1-3 years prior experience in customer service call center.High School Diploma or equivalentPrior experience in Customer Service related to plumbing and/or plumbing fixtures manufacturing is preferable but not required.About Us:KRAUS USA is an affiliate of Mascos Delta Faucet Company, a leading U.S.

manufacturer of residential and commercial faucets, including Delta, Brizo, and Peerless-branded products.

KRAUS USA is known for their command of the online marketplace with an outstanding product line and brand recognition for their kitchen sinks.Beyond the competitive benefits and compensation, Kraus proudly offers an exciting and fun environment, steeped in creativity and commitment to our employees and communities.

We invite you to learn more about our culture and company at Acquisition LLCFull timeMasco 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 Companys 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 (Right to Work Poster: English (, Spanish (Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products.

Our products enhance the way consumers all over the world experience and enjoy their living spaces.

Our portfolio of industry-leading brands includes Behr paint; Delta and Hansgrohe faucets, bath and shower fixtures; Kichler decorative and outdoor lighting and HotSpring spas, to name a few.At Masco, we believe in better living possibilitiesfor our homes, our environment and our community.

Across our businesses and geographies, we seek out these possibilities to grow ourselves, enhance our consumers lives, create returns for our shareholders and improve the world around us.

We believe a strong, supportive presence in the communities where we live, work and do business is vital.

We partner with organizations that are as driven as we are to support the growth of our communities, encourage and enable equity and provide safe, affordable housing for all families.