Customer Service Advisor

Company Description

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

Job Description

We are seeking motivated and experienced customer service personnel for a new Expert service team that provides advice to homeowners who use a new web experience to plan their remodel. 

As an Expert service associate, you will engage with homeowners to provide them advice on getting their remodels started, answering questions that may range from style choices, design features, budgeting, and selecting trusted service providers. You will use live chat and virtual appointments to connect with consumers. By providing knowledgeable and friendly advice using the technologies we have all come to rely on, you will increase homeowners’ satisfaction and likelihood to engage with a MasterBrand dealer. 

This is an exciting opportunity to be a key player in establishing a new service and help build the culture of a fun new team. If you are passionate about delivering excellent customer experiences, have a background in kitchen, bath or other home design, and would enjoy a fast-paced startup environment supported by a strong enterprise, we would love to hear from you. 

Responsibilities 

• Deliver excellent service and advice to homeowners via live chat, following team procedures and knowledge base articles 
• Contribute ongoing improvements to team procedures and knowledge base articles based on your personal experience and interaction with homeowners 
• Learn from data and customer feedback to identify areas for improvement 
• Work with teammates and leadership to solve problems and resolve issues 

Qualifications

• 3+ years of contact center experience 
• Understanding of online customer interactions and best practices 
• Background in kitchen, bath or other home design preferred
• Experience using industry standard support tools such as ServiceNow, Salesforce, or ZenDesk 
• Excellent written and oral communication and interpersonal skills 
• Excellent problem-solving and conflict resolution skills 
• Background in kitchen, bath or other home decor and design 
• High school diploma or equivalent 

Additional Information

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected].

• Actual pay will vary based on qualifications and other factors

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