Kitchen & Bath Plumbing Customer Service Associate

Pay: $25.00 - $28.00 per hour

Job description:

About Us

At Flusso Kitchen & Bath Company (formerly Isenberg), we have been dedicated since 2008 to designing and distributing world-class collections of premium bathroom and kitchen fixtures. Headquartered in Dallas, Texas, our mission is to provide the design community and homeowners with high-quality, fully coordinated decorative plumbing fixtures that embody a perfect blend of quality, aesthetics, service, and value. We pride ourselves on precision engineering, meticulous design, and a commitment to using solid brass and stainless steel components to craft enduring products that enhance personal spaces.

Position Summary

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. Moving far beyond basic call center scripts, you will directly manage relationships with brick-and-mortar showrooms, designers, and plumbing professionals—diagnosing advanced mechanical inquiries, managing parts logistics, and keeping ticketing queues operating strictly within aggressive SLA thresholds.

Key Responsibilities:

• Technical Support & Omnichannel Client Management
• 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.

Required Qualifications:

• 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.
• Brand Background: Proven history working inside the office environment of an established American plumbing brand.
• 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.
• Location: Full-time, 100% on-site at our Dallas, TX headquarters (9:00 AM – 5:00 PM).

Preferred Qualifications:

• 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.
• Education: Associate’s or Bachelor’s degree from an accredited institution.

Compensation & Benefits:

• Paid Time Off (PTO).
• Paid Holidays
• Dental, Vision, and Health insurance options.

Work Location: In-person (Dallas, TX Headquarter office).

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Plumbing Brands: 3 years (Required)
• Showroom: 3 years (Required)
• Kitchen/Bath Industry: 3 years (Required)
• Freshdesk: 2 years (Preferred)

Ability to Commute:

• Dallas, TX 75244 (Required)

Work Location: In person