Customer Support Representative - Water Industry Experience preferred

JOB SUMMARY

This Customer Solutions Representative is responsible for receiving, responding to, and making live phone calls, voice mail, email, and live chats. Representatives need to be passionate about delivering exceptional customer service and put a high priority on being an effective, positive problem solver. Position requires some type of water industry experience (water filtration, fluid components, plumbing), PC skills, knowledge of online shopping, good typing and data entry skills, patience, good listening skills, and the ability to pay attention to the details. Candidates must be local and willing to work in the office three days a week.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Understand and maintain knowledge of water contaminants, treatment options, systems, filters, and related products. Training Provided.
• Respond to customer inquiries via phone, email, and live chat and deliver exceptional service. Incoming calls, emails and chats related to:
• • Ordering assistance | Product selection | Processing Orders
  • Troubleshooting common problems with water equipment
  • Order issues or complaints
• Place retention calls to existing customers (businesses or private individuals).
• Identify related needs and up-sell | Cross-sell as appropriate | Suggest alternative/compatible products when applicable.
• Record customer interactions, details of inquiries, complaints, or comments, as well as actions taken. (CRM).
• Handle and resolve customer complaints.
• Identify and escalate priority issues.
• Suggest improvements to website product pages, website functionality, FAQs, etc. 
• Fulfill orders by order entry, transferring orders to fulfillment; communicating expected delivery date; explaining stock-outs.
• Maintains communication by troubleshooting, reporting, and tracking problems.
• Maintains and improves quality results by following standards, recommending improved policies and procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities. 
• Route qualified opportunities to the appropriate sales executives or technical support for further development and closure.

QUALIFICATIONS

• Strong phone presence and experience answering dozens of calls per day.
• Experience in the water industry including water filtration, fluid components, plumbing, irrigation, etc.
• Experience working with Customer Relations Management (CRM) tool.
• Excellent verbal and written communications skills.
• Track record of over-achieving goals and quotas.
• Strong listening and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient with productivity and web presentation tools.
• Associates Degree or BA/BS degree would be preferred

WORKING CONDITIONS AND PHYSICAL DEMANDS

Works in an office setting. Ability to communicate orally with customers, vendors, management, and other co-workers is crucial. Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.

Activities require the ability to remain in a stationary position 50% of the time, occasionally move about inside the office to access files or office equipment, operate a computer and other office productivity machinery, such as a calculator, handheld devices, copy machine, and computer printer, and operate and monitor various equipment. Must be able to position self to maintain equipment, including under tables and desks.

No heavy lifting is expected; exertion of up to 10 lbs. of force occasionally required. Good manual dexterity for the use of common office equipment such as computers, phones, calculators, copiers, and fax machines.

CORE VALUES

Integrity: I am honest and authentic in all interactions; speaking only truth and making my best efforts to deliver as promised. Integrity is the core value upon which all the others rest.

Initiative: I am a self-starter who diligently acts to fulfill our Vision, Mission, and Strategy by paying close attention to detail and proactively supporting and communicating with my team members without being requested.

Grit: I passionately and courageously persevere through challenges and ensure a team win. I choose excellence over perfection. Excellence is an attitude that prioritizes progress over perfection. Perfection is a destructive illusion.

Thirst for Knowledge: I continuously improve myself by learning on my own, sharing ideas with my team, growing through experience, and becoming a subject matter expert.

Communication: I am aware of my team’s information needs and proactively communicate with my team when I need help or support, when my team needs help or support, when I identify opportunities for improvement, and when I see an issue that may impact a customer, partner, or guest.