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Senior Technical Customer Care Associate - Irvine, United States - Fortune Brands & Security, Inc.
Description
**Senior Technical Customer Care Associate**
3 Parker, Irvine, CA 92618, USA
Full-time
Department: Customer Service
**Job Description**
Our Senior Technical Customer Service Associates work diligently to ensure that our customers receive efficient, top quality service that is reflective of our luxury brands. Our team members provide a customer experience that is second to none in our industry.
The individual in this role is responsible for providing exceptional customer service to customers via telephone and email. The Senior Technical Customer Care Associate responds to customers inquiries about products, installations, and helps resolve problems with products and installations.
While prior call center experience is preferred, it is not required. Instead, the ability and desire to work on a customer centric team, along with prior experience in a customer service environment, will be considered for this role. We offer full benefits day one of employment including health, vision & dental insurance, college tuition reimbursement, 401K, paid Holidays, and time off among many other great benefits.
****Responsibilities****
Provide excellent customer experiences with every point of contact
Work with a team on post-sale support, with a common goal
Support customer calls via call center
Fields on average 75 incoming calls per day
Provides support to customers via email, responding to approximately 20-50 emails per day
Troubleshoot and problem solve products and installations
Support warranty claims-working in an ERP system
Data Collection
Perform other duties as assigned
**Qualifications**
High School Diploma or GED is required
Minimum of 2 years of experience in Customer Service or a similar position is required
Strong troubleshooting and resolution skills required
Ability to actively listen to customer needs and demonstrate empathy
Plumbing experience preferred
High-end brand experience preferred
Experience using various software (Email, ERP/Order Entry Software, MS Office)
Must possess organizational and time management skills
Self-starter with a passion for growth
Team player that can work well with others and that is adaptable to learning current systems
Excellent written and verbal communication skills
Polished professional and compassionate demeanor
**Additional Information**
Fortune Brands' Global Plumbing Group (GPG) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. GPG's trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the and
**Equal Employment Opportunity** Fortune Brands' GPG is an equal opportunity employer. GPG evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
**Reasonable Accommodations** Fortune Brands' GPG is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to and let us know the nature of your request along with your contact information
**Job Location**
Senior Technical Customer Care Associate
3 Parker, Irvine, CA 92618, USA
Full-time
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