Manage and resolve customer inquiries through Zendesk while meeting SLA expectations for response times, ticket resolution, and CSAT scores
Accurately document customer interactions in Zendesk and update records in NetSuite
Coordinate with technicians and service providers to ensure timely issue resolution
Communicate efficiently with the Support Team via Slack, email, and Zoom
Assist with topics such as Refill Station servicing, filter replacements, billing inquiries, and general product information
Use macros and scripts to provide quick, clear, and professional responses across all communication channels
Escalate unresolved issues to appropriate team members
Manage freight and logistics coordination, including working with 3PLC warehouses, LTL freight partners, and small-parcel shipments

At least 1 year of experience in customer service, operations, account management, or logistics
Strong ability to multitask, prioritize, and collaborate
High school diploma required; a four-year degree is preferred but not mandatory
Excellent English language proficiency, both spoken and written
Experience with NetSuite, Zendesk, and G-Suite is preferred
Strong cross-functional communication skills

FloWater

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