Kitchen & Bath Plumbing Customer Service Associate
About the role
The Technical Customer Service & Operations Associate serves as the operational backbone of Flusso's client experience. This is a high-velocity, high-IQ role designed for an exceptional problem solver who can master complex product mechanics, handle precision data entry, and manage omnichannel support workflows with flawless execution.
Responsibilities
Advanced Troubleshooting: Own and resolve complex technical product, installation, and plumbing mechanics inquiries from high-end showrooms, trade professionals, and end-consumers.
Queue Command: Direct and optimize incoming phone calls, emails, and Freshdesk support tickets with elite speed, absolute empathy, and professional articulation.
Resolution Ownership: Track, log, and thoroughly document every client interaction and technical diagnostic step inside Freshdesk to maintain perfect data integrity.
Proactive Follow-Up: Execute outbound phone and email sequences to provide clear updates on technical quotes, order statuses, tracking updates, and complex parts resolutions.
Precision Data Entry & Order Logistics: Flawless Order Ingestion: Execute rapid, accurate data entry for custom client orders, detailed parts replacement requests, returns (RMAs), and master account profiles within company systems.
Documentation Control: Build, maintain, and digitally organize technical product files, engineering updates, and client documentation schemas.
Process Optimization: Actively audit ticket workflows and order-entry pipelines, providing data-driven feedback to leadership to continuously compress resolution times.
HQ Collaboration: Provide cross-functional support to sales, warehouse logistics, and executive office teams to maintain an elite, high-performance workspace.
Requirements
Industry Experience: Minimum of 5 years of experience in a dedicated customer service or technical support role strictly within the kitchen and bath plumbing industry.
Showroom Literacy: Verifiable experience directly supporting brick-and-mortar luxury showroom clients, wholesale distributors, and design professionals.
Ticketing Systems Mastery: Hands-on experience working inside enterprise ticketing architectures or CRM ecosystems (e.g., Freshdesk, Zendesk, Salesforce).
Operational Traits: Exceptional verbal/written communication, lightning-fast text and data entry speed, hyper-attention to detail, and a natural mechanical aptitude.
Qualifications
Education: Associate’s or Bachelor’s degree from an accredited institution.
Skills
Software Specifics: Direct, advanced proficiency with Freshdesk ticket lifecycle automation and macros.
Advanced Tools: Deep experience utilizing Microsoft Excel (data tracking, filtering) and modern project management software.
Benefits
Paid Time Off (PTO).
Paid Holidays.
Dental, Vision, and Health insurance options.
Compensation: $25.00 - $28.00 per hour.
Pay
$25.00 - $28.00 per hour
Schedule
Full-time, 100% on-site at our Dallas, TX headquarters (9:00 AM – 5:00 PM).
Location
Dallas, TX 75244