Customer Service Representative I

Watts Water Technologies is dedicated to providing safe, clean water and is seeking a detail-oriented Customer Service Representative to join their team in the water quality and filtration industry. The role involves delivering excellent service to both B2B and B2C clients by addressing inquiries, resolving concerns, and ensuring customer satisfaction with water filtration products and services.

Responsibilities:

• Respond to Customer Inquiries: Handle incoming calls and email requests from customers regarding water filtration products, services, and water quality concerns
• Provide Product Information: Offer detailed information on product specifications, features, benefits, and maintenance guidelines to help customers make informed purchasing decisions
• Order Processing: Manage orders, track shipments, and coordinate returns or exchanges when necessary
• Customer Education: Educate customers on the importance of water quality, filtration options, and regular system maintenance to enhance product performance and longevity
• Resolve Complaints: Address customer complaints in a professional and timely manner, escalating complex issues to the appropriate departments when needed
• Maintain Records: Accurately document customer interactions, service requests, and technical issues in the CRM system for future reference and follow-up
• Collaborate with Teams: Work closely with sales, technical support, and operations teams to ensure seamless customer experiences and the timely resolution of any product or service-related issues

Requirements:

• High school diploma or equivalent required; a Bachelor's degree in a related field is a plus
• Minimum of one year of experience in a high-volume customer service role, preferably in water filtration, environmental services, or a related industry
• Familiarity with water quality standards and filtration technologies is an advantage
• Ability to understand and explain technical concepts related to water filtration systems
• Proficiency in using CRM systems, Microsoft Office Suite, and relevant computer software applications
• Demonstrated proficiency in typing, grammar, and proper phone etiquette
• Knowledge of customer service principles and practices
• Strong verbal and written communication skills, with the ability to speak and write clearly and accurately
• Effective listening skills and a customer-focused approach
• Ability to work both independently and collaboratively in a team environment
• Strong problem-solving skills with attention to detail
• Multi-tasking capabilities and the ability to manage high-volume tasks efficiently
• Maintain exemplary attendance and punctuality
• Demonstrate a commitment to excellence and professionalism in customer interactions