Customer Service Representative I

We’re Watts. Together, we’re reimagining the future of water. Scope of Position: We are seeking a detail-oriented and customer-focused Customer Service Representative to join our 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 our 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 timely resolution of any product or service-related issues. Qualifications and Experience 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. Multitasking 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. Working Conditions This position is remote but requires occasional travel to and work at the Fort Worth, Texas office for meetings, trainings, or as otherwise required by company management. Physical Requirements Ability to remain seated at a desk or workstation for extended periods. Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods. Ability to physically move around the office, organize or transport files, packages, or other office-related materials. Ability to read documents, use a computer, and perform data entry tasks. Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls. Ability to operate standard office equipment, including computers, printers, phones, and copiers. Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment. Compensation Pay Range: $17.35 - $21.90 per hour, dependent on experience and qualifications. Benefits Competitive medical and dental coverage, retirement benefits Family building benefits, including paid maternity/paternity leave 10 paid holidays and paid time off Continued professional development opportunities and educational reimbursement Additional perks such as fitness reimbursements and employee discount programs For more information about our benefit offerings, visit Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources. #J-18808-Ljbffr Watts Water Technologies