Customer Service Representative I

Watts Water Technologies is a leader in providing innovative water solutions, and they are seeking a detail-oriented Customer Service Representative to enhance their customer service team. This role involves handling customer inquiries, providing product information, and ensuring customer satisfaction in the water quality and filtration industry.

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
• Commitment to Watts' values of integrity, accountability, continuous improvement, innovation, and transparency
• Punctuality and dependability
• Ability to be flexible and adapt to changing work priorities and stressful conditions
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts
• Maintain productive and collaborative relationships with other Watts employees
• Adherence to Watts' seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action
• Bachelor's degree in a related field is a plus
• Familiarity with water quality standards and filtration technologies is an advantage