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 providing high-quality customer service and technical support for plumbing products, utilizing Salesforce Service Cloud and other systems to ensure effective communication and resolution of customer inquiries.

Highest-signal resume keywords

Customer Service ExperienceTechnical Support for Plumbing ProductsSalesforce Service Cloud ProficiencyExpert Knowledge of Delta’s Product LinesSystems Proficiency (SAP, MS Office)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical SupportProduct ResearchWarranty ProcessesSalesforce Service CloudSAPMS OfficeGenesys Phone SystemPlumbing Products KnowledgeOne-Call Resolution

Soft Skills

Professional CommunicationProblem SolvingCustomer Needs AnticipationTask ManagementCare and Concern for Customer Dissatisfaction

Tools & Technologies

Salesforce Service CloudSAPMS OfficeGenesys Phone System

Industry Keywords

Luxury ProductsTechnical SupportPlumbing ProductsCustomer InteractionCross-Functional Collaboration

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 telephone calls and emails requiring general and technical product research
Partner with Technical Support Specialists, Product Managers, Engineers, and Sales Managers to resolve complicated 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 tasks and projects as assigned

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 (SAP, Salesforce, and MS Office)
Genesys Phone system is a plus
Ability to provide technical support for plumbing products
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 environment
Work-life balance