Customer Service Receptionist

Customer Service Receptionist

We're Watts. Together, we're reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

We are seeking a professional, organized, and customer-focused Customer Service Receptionist to serve as the first point of contact for customers while also supporting daily Customer Service (CS) operations. This role is responsible for managing incoming calls, greeting visitors, directing inquiries, and assisting the CS team with administrative and customer support tasks to help ensure timely and high-quality customer experiences.

This courteous individual, as part of the customer service department, will be responsible for answering internal and external phone calls. Greeting visitors and contacting the requested party. Represent the organization in a professional manner and direct inquiries appropriately. Provide administrative support to the customer service department.

This position reports to the customer service supervisor. This role is onsite and is based in Menomonee Falls, WI.

Primary Job Duties and Responsibilities

• Answer and assess incoming calls, determine the nature of each call and respond accordingly.
• Provide callers with general company information.
• Greeting guests upon arrival and notify appropriate company personnel.
• Monitor visitor access and maintain security awareness.
• Perform various administrative tasks to support the Customer Service department.
• Other related duties and projects as requested.
• Answer and route incoming customer calls in a professional and timely manner
• Greet and assist visitors, customers, and vendors
• Monitor shared inboxes and distribute customer inquiries appropriately
• Create, update, and track customer service tickets or requests
• Support the CS team with order status updates, follow-ups, and customer communication
• Maintain accurate customer records and documentation in company systems
• Assist with Representative training/badge distribution
• Coordinate with internal departments such as Operations, Engineering, Sales, and Product Management to help resolve customer issues
• Help monitor response times and escalate urgent customer concerns when needed
• Prepare reports, spreadsheets, and other administrative documents as assigned
• Support continuous improvement efforts related to customer experience and service processes
• Maintain confidentiality and professionalism in all customer interactions

Required Qualifications

• High school diploma or equivalent required; associate degree preferred
• 13 years of receptionist, administrative, or customer service experience preferred
• Strong verbal and written communication skills
• Excellent organizational and multitasking abilities
• Proficient in Microsoft Office Suite and customer service/ticketing systems
• Ability to work independently and collaboratively in a team environment
• Professional demeanor with strong attention to detail
• Strong problem-solving and customer-focused mindset

Preferred Qualifications

• Experience supporting Customer Service or Call Center operations
• Familiarity with CRM or ticketing platforms
• Ability to prioritize tasks in a fast-paced environment
• Experience handling sensitive or escalated customer situations professionally

General Applicable Company Competencies

• Commitment to Watts' values of integrity, accountability, continuous improvement and 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.

Working Conditions:

While performing the job duties, you will be working on-site in a manufacturing facility. You will be required to work at the Company's Menomonee Falls location. Your scheduled work hours will be communicated to you by your manager.

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• 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 such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Nothing in this job description restricts Watts' right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is "at will," which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

Watts in it for you :

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive 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

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

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.