Customer Service Representative

## Customer Service Representative Bewerbenremote type:
Hybridelocations:
Houston, Texas (Operations) time type:
Full time posted on:
Heute ausgeschriebenjob requisition :
R48542

Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und
-herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.
** Core Responsibilities & Tasks
*** Respond promptly to customer inquiries across channels with professional service that supports retention.
* Handle inbound/outbound calls for internal and external customers; document interactions and required follow-up.
* Partner with internal teams (e.g., Sales, Operations, Support roles, and other divisions) to resolve issues and complete requests.
* Follow SOPs/standard work; perform tasks in alignment with SLAs, defined metrics, and documentation standards.
* Process customer payments per process; provide proof of payment and invoices; support billing inquiries as directed.
* Generate customer service reports (e.g., via Rental Results, 8x8, SAP) as requested and maintain contact lists per leader cadence.
** 1. Business & Operational Acumen
** Understands and executes core support processes with accuracy, efficiency, and awareness of downstream impacts.
* Manage high-volume inbound/outbound calls; verify information, identify needs, and provide accurate guidance aligned to SLAs and performance metrics.
* Resolve routine issues at first contact; route/escalate complex requests per procedures and queue/routing guidelines.
* Document actions and outcomes in required systems to enable clear handoffs, follow-up, and visibility; meet documentation and quality standards.
* Complete customer interactions and transactions accurately and on time; follow controls/standard work to reduce rework and cycle time.
* Support assigned transactions and administrative tasks (e.g., payments, invoices/proof of payment, service reports) without impacting primary phone support, SLAs, or performance metrics.
** 2. Compliance & Risk Management
** Follows applicable policies and standard procedures (including privacy, information security, and records retention). Escalates questions, exceptions, or suspected issues promptly.
* Follow policies, internal controls, and standard procedures when handling customer requests and transactions.
* Maintain required documentation and system notes.
* Protect confidential information; complete required training; escalate privacy/security concerns through the proper channels.

Delivers a consistent, professional customer experience aligned to Fortune 500 standards, using active listening, clear communication, and effective problem resolution.
* Serve as a primary customer contact via phone (and other channels as needed); identify needs and provide timely, accurate support.
* Represent the company with Fortune 500 professionalism and discretion; de-escalate when needed and set clear next steps and timelines.
* Maintain consistent standards that reflect the company brand and values.
* Meet customer experience targets by resolving at first contact when possible and completing follow-ups within SLAs; communicate status proactively.
* Balance multiple priorities while maintaining quality, responsiveness, and customer satisfaction.
** 4. Collaboration & Cross-Functional Partnership
** Collaborates to resolve customer needs quickly using effective handoffs, warm transfers, and clear escalation paths, while communicating with customers and internal partners with Fortune 500 professionalism.
* Use standard escalation paths and warm transfers to route requests to the right team; provide a clear summary, customer impact, and required next steps.
* Set expectations with customers on timing and ownership; coordinate callbacks/follow-ups and confirm closure.
* Maintain clear, timely documentation so downstream teams can act without rework.
* Partner with internal teams as needed (e.g., Operations, Sales, Support teams, and other divisions) to resolve inquiries.
** 5. Execution & Accountability
** Demonstrates ownership, reliability, and follow-through on commitments.
* Manage multiple priorities in a fast-changing environment.
* Own assigned cases/requests and follow-ups; provide timely updates through closure.
* Use critical thinking to resolve inquiries efficiently.
* Deliver accurate work with strong attention to detail.
* Meet or exceed SLAs and performance metrics (e.g., responsiveness, quality, documentation, schedule adherence); participate in coaching to close gaps.
* Maintain reliable attendance; plan time off in advance per policy/coverage needs; notify promptly for unplanned absences.
** 6. Professional Effectiveness & Growth Mindset
** Demonstrates…