Customer Service Representative I

Watts Water Technologies is a company dedicated to providing safe, clean water for the world. They are seeking a detail-oriented and customer-focused Customer Service Representative to assist both B2B and B2C clients with inquiries and issues related to water filtration products and services.

Responsibilities:

• Handle incoming calls and email requests from customers regarding water filtration products, services, and water quality concerns
• Offer detailed information on product specifications, features, benefits, and maintenance guidelines to help customers make informed purchasing decisions
• Manage orders, track shipments, and coordinate returns or exchanges when necessary
• Educate customers on the importance of water quality, filtration options, and regular system maintenance to enhance product performance and longevity
• Address customer complaints in a professional and timely manner, escalating complex issues to the appropriate departments when needed
• Accurately document customer interactions, service requests, and technical issues in the CRM system for future reference and follow-up
• 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
• Minimum of one year in a high-volume, call-centered customer service role, preferably in water filtration, manufacturing services, or a related industry
• 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
• Bachelor's degree in a related field is a plus
• Familiarity with water quality standards and filtration technologies is an advantage