Customer Service Representative I

Customer Service Representative

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.

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 ideal candidate will play a key role in delivering excellent service to both B2B and B2C clients by handling a high volume of incoming customer calls, responding to inquiries, conducting timely follow-up, resolving concerns, and ensuring customer satisfaction with our water filtration products and services.

This role requires a strong understanding of water filtration systems, the ability to troubleshoot technical issues, and a passion for helping customers find the best solutions to their water quality needs. The position is highly customer-facing and requires strong phone etiquette, effective listening skills, and the ability to manage customer interactions with professionalism and accuracy.

This position reports to the Customer Service Supervisor, and this role is remote.

Primary Job Duties and 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.

Required Qualifications

• High school diploma or equivalent required; a Bachelor's degree in a related field is a plus.
• Minimum of one year in a high-volume, call-centered customer service role, preferably in water filtration, manufacturing 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.

General Applicable Company Competencies

• 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.

Working Conditions

While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office at the Fort Worth, Texas location for meetings, trainings, or as otherwise required by Company management.

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

Pay Range

The expected salary range for this position is $17.35 - $21.90 an hour. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

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.