• Customer Service Representative

    Masco CorporationAnnapolis, MD 21401

    Job #1632101339

  • Job Description

    About Kraus USA:

    Kraus USA's 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 that's beyond the ordinary.

    The Role:

    Kraus USA looking is for an upbeat customer service representative. You will act as a liaison, provide product information and resolve any emerging problems that our customers might face. The best CSRs are genuinely excited to help customers. You are patient, informative, and passionately communicative. Customer service representatives can put themselves in their customers' shoes and advocate for them. Customer feedback is priceless, and this is vital. Problem-solving should come naturally. You are confident at troubleshooting and investigating issues. The goal is to ensure each customer receives first class service experience, respond efficiently to customer inquiries and maintain high customer happiness.


    • Provide outstanding 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.

    • Provide and coordinate service to customers as it relates to order inquiries and entries, product/ technical support, and issue resolution.

    • Determine root causes to issues and develop resolution action plans based on your findings, as well as interact with other departments to help drive positive customer experiences.

    • Be an active listener who can show empathy and patience in a non-scripted environment

    • Obtain and examine all relevant information and assess validity of complaints and to resolve possible causes of failure, wrong product, etc.

    • Review warranty policy terms and determine whether a particular claim is covered by warranty.

    • Prepare shipping for returned goods.

    • Assists in Returns and Replacements as needed.

    • Provide technical assistance as necessary to customers, and utilize internal resources to find resolutions when applicable.

    • Communicate all grievances, improvement suggestions, and constructive criticism to Customer Support Manager

    • Reputation Management - Review product rating and reviews on ~~~ and partner sites and manage/resolve customer concerns.

    Education & Experience:

    • Have a High School Diploma

    • 1-3 years prior experience in customer service call center. Related to plumbing and/or plumbing fixtures manufacturing is preferable but not required

    • Basic knowledge of the Kraus product line.

    • Proficient computer skills, including Microsoft products is required.

    • Ability to balance multiple tasks and make business decisions with little supervision, as well as proven problem-solving skills.

    • Possess strong communication skills, both written and verbal.

    • Exhibit a high degree of professional excellence characterized by sound judgment, initiative, and a high standard of ethics.

    KRAUS USA is an affiliate of Masco's 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.


    Jet Acquisition LLC

    Full time

    Masco 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 Company's 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 (~~~)

    E-verify Right to Work Poster: English (~~~) , Spanish (~~~)


    Masco 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 possibilities-for 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.