Customer Solutions Representative

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Masco Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1929

🛒 Retail

Retail

Masco Corporation is a global leader in the design, manufacture, and distribution of branded home improvement and building products. The company enhances consumers' living spaces worldwide through its comprehensive portfolio of products. Masco is dedicated to better living possibilities, focusing on improving homes, the environment, and communities. The organization operates with a strong ethical culture, continuous improvement mindset, and leverages its scale to create long-term shareholder value. Masco is also committed to sustainability and social responsibility, striving to maintain high standards in environmental, social, and governance practices.

📋 Description

• Handle inbound calls, chats, and emails from Consumer customers with professionalism and empathy • Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution • Accurately document interactions and outcomes in CRM and internal systems • Navigate complex or escalated customer situations independently, applying sound judgment and company policy • Maintain strong performance across quality, productivity, and customer satisfaction metrics • Initial point of contact for consumer related inquiries and action pertaining to all Masco Canada product offerings. • Inquiries include, but are not limited to, pricing, specification questions, troubleshooting, repair and installation, features and benefits, product options, proof of delivery, warranty and where to purchase. • Assist the consumer through the administration of our warranty policies and procedures and action the request appropriately. • Maintain a good level of understanding and knowledge of our product offering and its functions through ongoing training sessions in order to effectively answer consumers’ inquiries. • Responsible for the timely review and follow up of all consumer related calls, emails and chats located within the general Customer Service mailbox, as well as personal mailbox. • Refer calls or emails to the technical team as required. Escalate to supervisor when applicable. • Report & document any potentially quality or compliance issues for Performance Management. • Ensure compliance with the Masco Canada Product Compliance Management System • This will be a blended process with prime focus on calls. • Entry of consumer warranty orders required from an incoming call, chat, or email • Order management tasks, not limited to reports and analysis

🎯 Requirements

• 2–4 years of experience in a customer service, customer solutions, or contact center environment • Excellent English communication skills, both verbal and written. • Strong communication experience with international teams, well-versed with remote working protocols, including virtual collaboration tools, cross-time-zone and best communication practices. • Ability to use a computer for 8.5 hours per day. • Ability to use MS Office applications (Outlook, Excel, Word, and PowerPoint) • Proven ability to handle high-volume, multi-channel support (phone, chat, email) • Strong problem-solving and de-escalation skills • High level of system proficiency and attention to detail • Demonstrated professionalism, accountability, and customer-first mindset • Graduation degree in any field.

🏖️ Benefits

• Must Have Broadband Availability: Minimum 30 MBPS - Only connections from national service providers such as Jio, Tata, Airtel, or Hathway Fiber are acceptable. • Home Office Setup (Mandatory): • - working space to accommodate two monitors +1 laptop (necessary equipment will be provided + additional tools -role if any). • - The candidate must have access to a quiet and dedicated home office environment that supports productive remote work. • IT Asset Arrangement: - All necessary equipment (based on role)- including One/two monitors, one laptop, and supporting accessories will be provided by the company. Candidates must ensure safe and secure setup and usage of these assets. This setup is non-negotiable and essential to ensure uninterrupted workflow, secure data handling, and effective collaboration. Candidates who do not meet this requirement will not be considered.