Customer Service Rep

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary:

The Customer Service Representative (CSR) is the primary point of contact for customers, handling inquiries, complaints, and providing information about products and services. They manage incoming calls, generate sales leads, and identify and assess customer needs to achieve satisfaction. CSRs are responsible for maintaining customer records, processing orders, and resolving issues promptly and efficiently. This role requires excellent communication skills, problem-solving abilities, and a customer oriented approach to ensure a high level of customer satisfaction.

Responsibilities:

Providing excellent customer service to clients

Addressing and resolving customer inquiries and concerns

Building and maintaining strong relationships with customers

Assisting customers with product or service information

Processing orders, returns, and exchanges

Documenting and updating customer records

Collaborating with other departments to ensure customer satisfaction

Identifying and escalating complex customer issues to appropriate teams

Conducting customer satisfaction surveys and reporting feedback to management

Staying updated on company policies, products, and services

Continuously improving customer service processes and procedures

Communication:

Communicating with customers via various channels such as phone, email, and chat

Listening actively to understand customer needs and concerns

Providing clear and accurate information to customers

Resolving conflicts and diffusing difficult situations with customers

Communicating customer feedback and suggestions to relevant teams for improvement

Time Management:

Managing multiple customer inquiries and tasks simultaneously

Prioritizing urgent and important tasks effectively

Meeting set targets and deadlines for customer service performance

Maintaining a high level of productivity and efficiency while delivering quality service to customers

Problem-solving:

Analyzing and identifying the root cause of customer issues

Developing creative solutions to resolve customer problems

Collaborating with team members to find solutions to complex issues

Following up with customers to ensure their issues have been resolved to their satisfaction

Teamwork:

Working collaboratively with team members to achieve shared goals

Providing support and assistance to team members when needed

Contributing ideas and suggestions for improving team performance and customer satisfaction

Creating a positive and supportive work environment for the team and promoting teamwork and cooperation.

High Impact Behaviors:

Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.

Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.

Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications:

Bachelor’s degree in Business, Marketing, or a related field or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.

Strong analytical skills with the ability to interpret complex data.

Proficiency in sales tools and software (e.g., SalesForce, CRM systems).

Excellent written and verbal communication skills.

Ability to work independently and collaboratively with cross functional teams.

Strong negotiation and closing skills.

Knowledge of market research and competitive analysis techniques.

Ability to develop and implement sales strategies and plans

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.