Customer Service Representative

2 months ago

St Thomas, Canada Masco Canada Full time

**We are hiring for Customer Service Representative - Technical** (fixed-term contract role, our St Thomas office based).

Key Responsibilities:
**Inbound Calls - Technical Service Line**
- Initial point of contact on Technical Service line for technical related inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany, Consumers, Customer Service Reps and Sales Agents within Canada and the US.
- Inquiries include, but are not limited to: technical assistance, specification questions, troubleshooting, repair and installation, features and benefits, product options / availability, where to buy parts, warranty coverage.
- Understanding of all Masco Canada product offerings and their functions in order to effectively handle all customers’ inquiries.

**Technical Inquiries**
- Assist with walk in inquiries, as required.
- Communicate escalated technical inquiries directly to the appropriate department(s) to ensure a timely resolution and follow up.

**Consumer and Channel Escalation**
- Assist Consumer and Channel representatives with issue resolution as requested.
- Coach and mentor Consumer and Channel representatives as required.

**Product Inspection Requests - PIRs**
- Responsible for the completion of the initial Product Inspection Request process steps which include, but are not limited to:

- Entry of PIR information in the Quality Assurance database as a result of receiving notification of nonconforming product from CSRs, Sales Reps or our customer base.
- Communicate any requirements for the de-allocation of product from customers’ orders to the Order Management Supervisor for the necessary follow up and action.

**Inbound Calls - Channel & Consumer Services Lines**

**Who We Are**:
Masco Canada delivers innovative water solutions to the building and home improvement markets in Canada. We have been inspiring Canadian homes, communities, and lives for more than 100 years. Throughout this journey, our business has remained steadfast in its commitment to strong values and dedicated individuals, striving to enhance the well-being of our team members, customers, and communities alike. With over 600 employees, our diverse and talented workforce drives our continued success and impact.

**Company: Masco Canada**:
Masco Canada _(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._

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