The RequirementsTo be a strong fit for this opportunity you will have:
- Many years of experience with installation of residential kitchen and bathroom plumbing fixtures.
- Knowledge of residential building codes highly preferred.
- A warm and friendly demeanor.
- Proven customer service skills.
- Strong technical troubleshooting skills.
- Excellent verbal and written communication skills, including the ability to write concise and clear business correspondence.
- Proficiency with Microsoft Office suite of products.
- You are positive and professional individual with a focus on doing whatever it takes to make a difference to every customer.
- You relate well to all kinds of people, listen attentively, and can hone in on the most important issues.
- You explain things easily in ways that people can understand.
- You are a team player who communicates clearly and is comfortable asking for assistance and collaboration when necessary.
- You exhibit a proactive approach to problem solving.
The RolePosition Overview
Reporting directly to the Senior Manager of Customer Experience, as our Technical Specialist, Plumbing, your mission will be to provide the highest levels of service and support to our dynamic customer base. You’ll be the one on the front line to help us deliver our promise of superior customer service.
Day in the life
You’ll spend the majority of your time answering customer calls and emails and actively listening to identify their issues. The customers that you will interact with will be homeowners, plumbers, installers and showrooms that carry our bathroom and kitchen products. A homeowner may have a question about why their valve is leaking while a plumber may be inquiring about a more technical issue such as how to set and install a drain. You will answer detailed questions about our robust product line, troubleshoot issues and walk end users and/or installers through the installation process. We will look to you to build strong customer relationships, earning their loyalty and trust.
More specifically, you will:
- Input customer orders, resolve customer inquiries, provide technical assistance and more.
- Troubleshoot problems and work to provide solutions.
- Resolve a range of customer issues from product installation to resolving warranty concerns.
- Work with Customer Service and Engineering to resolve inquiries.
Why California FaucetsBroad impact
We are a smaller, privately owned company and everyone wears multiple hats. As you can see under The Role, this position is diverse, meaning you can put your personal stamp on a number of areas. You'll learn the ins and outs of our product line and gain exposure to many different departments. We'll value your technical plumbing knowledge and skills.
The diversity of the role also means you will expand your experience across a variety of facets within the customer service and technical support functions. Each of our faucets is hand-finished and individually assembled, so our manufacturing environment a little more complex than most. You'll also get creative, finding new solutions to recurring issues or problems.
We're constantly developing new and unique designs for our discriminating clientele. We've won several awards over the years, including several Best of Year (from Interior Design magazine), Design Plus (from Messe Frankfurt and the German Design Council), Good Design (from the Chicago Athenaeum Museum of Architecture and Design), Product Design Award (from iF International Forum Design GmbH), and others.
Coach and mentor others
Our customer service team is less technically skilled and you will have the opportunity to help lead a product knowledge session or demonstrate how a valve or specific fitting is installed. Prove yourself in this role and we will look to you to guide and train others on the more technical components to our products. We are dedicated to helping our employees succeed and grow professionally.
A culture of "yes"
If we had to describe our company culture in one word it would be "yes." "Yes" to allowing customers to mix and match any handle with any spout in any finish. "Yes" to quick delivery. And, most importantly, "Yes" to unparalleled customer service.
We work hard here, but the atmosphere is friendly and we have fun in the process. Collaboration is high and politics are low. People enjoy working here, as demonstrated by the number of long-tenured employees. We're convenient to both the 405 and 22 freeways, and just a few blocks from the picturesque Seal Beach National Wildlife Refuge. It's an industrial area, but there are amenities nearby for coffee or a sandwich.
In addition to a competitive pay plan, we offer a strong benefits package that includes medical insurance that's 100% employer-paid for employees, dental insurance, a profit sharing and 401(k) plan, paid time off, and more.
Video: California Faucets has a long history of bringing innovative products to market. Highlighted here is StyleDrain®, designed to accept custom tile or stone to seamlessly match the rest of the shower. When we released it in 2013, StyleDrain earned the "Innovative Accessory Product of the Year" award from the Decorative Plumbing & Hardware Association as well as the "Best of the Year" award from Interior Design.
Keys to SuccessTo excel in this role you will be a collaborative professional who can also thrive independently. You’ll be interacting with a wide variety of stakeholders--from our external customers to internal departments including Customer Service and Engineering--which will require excellent communication and interpersonal skills.
You also should be highly motivated to learn and grow professionally, developing your diagnostic skills and expanding the plumbing knowledge you'll need as we continue to grow. Our product line is customized and robust, so we understand that there will be a learning curve as you get up to speed on our business.
In addition, in order to be an outstanding Customer Service Technical Support professional you will:
- Take a proactive approach to inspiring trust and confidence among your customers, and to establishing yourself as a partner and resource to other team members.
- Manage a number of different activities simultaneously.
- Bring a strong sense of ownership and accountability.
- Combine analytical skills and creativity in solving problems.
- Keep a constant eye out for opportunities to improve processes.
About UsCustom Faucetry®
Unlike much of the mass-produced fare that floods the market today, each California Faucet fitting is custom made. Starting with good old-fashioned craftsmanship featuring solid brass construction, we add state-of-the-art 1/4 turn ceramic disc valves with lifetime warranties, the world's largest offering of decorative PVD finishes and quality controls that meet or exceed government codes, including national and local lead-free and water conservation standards.
We offer every decorative fitting that customers need to outfit their entire bathroom, including:
Faucets & Fittings
Over 30 unique lavatory faucet series, available in over 30 finishes, each featuring the complete line of coordinated fittings, including lavatory faucets, shower sets, tub sets, bidets, and bathroom accessories.
With the introduction of the StyleTherm® thermostatic shower systems, we've made an innovative technological leap which makes luxury thermostatic shower technology affordable for all. Now the convenience, safety and flexibility of thermostatic showering is available at the same price point as older technologies such as pressure balance. Like all California Faucets product, StyleTherm is extremely flexible and design compatible with every faucet series in the line.
Fine design is in the details. With our patent-pending StyleDrain, the country's first truly decorative shower drain, and CeraLine™, the international award-winning channel drain, you no longer have to settle for cheap, flimsy drains that spoil the look of your shower with their generic design and unsightly visible screws.
Accessories & Trim
In addition to matching towel bars, paper holders and soap dishes, we offer bathroom specialties. This includes decorative supply stops, p-traps, sink drains, tub drains, shower accessories, kitchen accessories and more. The detail offered by Cal Trim is the key to perfecting your design vision.
Video: A fun look at the diverse customizations that distinguish us from competitors. In order to deliver in this promise, we proudly employ more Americans per faucet shipped than most other faucet manufacturers.