Customer Service Representative II

Masco Corporation

. Research and respond to luxury product inquiries from trade customers, sales agencies, and homeowners .

Posted 10/6/2026full-timeSanta Ana • California • United StatesMid-LevelSenior💰 $20 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and technical support, particularly in luxury plumbing products, while effectively utilizing Salesforce Service Cloud and SAP to enhance customer interactions and resolve complex inquiries.

Highest-signal resume keywords

Customer Service ExperienceTechnical Support ProficiencySalesforce Service CloudPlumbing Product KnowledgeSAP Systems Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical SupportProduct ResearchWarranty ProcessesOne-Call ResolutionCommunication SkillsTask ManagementProblem ResolutionQualifying QuestionsFollow-Up Accuracy

Soft Skills

Professional CommunicationCustomer CareAnticipation of Customer NeedsCollaborationAttention to Detail

Tools & Technologies

SalesforceSAPMS OfficeGenesys Phone System

Industry Keywords

Luxury ProductsPlumbing ProductsTechnical SupportCustomer InteractionTrade Customers

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Research and respond to luxury product inquiries from trade customers, sales agencies, and homeowners
Provide a high-quality service experience through phone, email, and chat
Accurately detail customer interactions using Salesforce Service Cloud
Deliver company policies and procedures, including warranty processes
Provide luxury-level technical support to business partners and end users
Communicate professionally with external and internal customers
Respond to calls and emails requiring general and technical product research
Partner with Technical Support Specialists, Product Managers, Engineers, and Sales Managers to resolve complex customer issues
Monitor communication channels and ensure accurate follow-up
Ask qualifying questions to identify customer needs
Anticipate customer needs and strive for one-call resolution
Address customer dissatisfaction with care and concern
Attend cross-functional meetings as needed
Perform other assigned tasks and projects

Requirements

What you’ll need

High School diploma or equivalent experience required
A minimum of 3 to 5 years of experience in customer service, or a comparable blend of educational background and practical knowledge
Prior experience working with plumbing products required
Expert knowledge of Delta’s product lines desired
Systems proficiency in SAP, Salesforce, and MS Office
Genesys Phone system is a plus
Ability to provide technical support to business partners and end users
Ability to research product inquiries and resolve complicated customer issues
Ability to balance multiple tasks and make business decisions with little supervision

Benefits

Comp & perks

Comprehensive benefit plans
Retirement and savings programs
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
LinkedIn Learning access
Internal opportunities to work on projects cross-company
Four employee-led and self-directed Business Resource Groups
Paid volunteer day annually
Flexible work-life balance
Equality, diversity and inclusion culture