Customer Service Representative

Overview

Watts
. Together, we’re reimagining the future of water. We provide safe, clean water and protect our planet’s most valuable resource. For 150 years, Watts has built best-in-class products trusted by residential and commercial customers worldwide. We are at the forefront of innovation, offering smart, connected, sustainable water solutions for the future. Watts is a leading brand with a strong reputation and a dynamic future ahead.

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 deliver excellent service to both B2B and B2C clients by addressing inquiries, 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.

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

• 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 operation teams to ensure seamless customer experiences and timely resolution of any product or service-related issues.

• 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.
• Multi-tasking capabilities and 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 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.

While performing the job duties, you will be working remotely in an office environment. You…