Customer Service Representative I
Watts Water Technologies · North Andover, MA
- On site
- Full-time
- $45,560 / year
- North Andover, MA
Job highlights
- Provide excellent customer service in water filtration.
- Address inquiries and resolve client concerns effectively.
- Educate customers on product features and maintenance.
- Process orders, track shipments, and manage returns.
- Collaborate with internal teams for issue resolution.
About the role
Customer Service Representative - Water Filtration Industry
Watts is reimagining the future of water, providing safe, clean water for the world and protecting our planet's most valuable resource. For 150 years, Watts has built best-in-class products and is at the forefront of innovation in sustainable water solutions.
About the Role
We are seeking a detail-oriented and customer-focused Customer Service Representative to join our team in the water quality and filtration industry. In this remote role, you will play a key part in delivering 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 position reports to the Customer Service Supervisor.
Primary Job Duties and Responsibilities
- Respond to Customer Inquiries: Handle incoming calls and email requests regarding water filtration products, services, and water quality concerns.
- Provide Product Information: Offer detailed information on product specifications, features, benefits, and maintenance guidelines.
- Order Processing: Manage orders, track shipments, and coordinate returns or exchanges.
- Customer Education: Educate customers on water quality, filtration options, and system maintenance.
- Resolve Complaints: Address customer complaints professionally and timely, escalating when needed.
- Maintain Records: Accurately document customer interactions and issues in the CRM system.
- Collaborate with Teams: Work closely with sales, technical support, and operations teams for seamless customer experiences.
Required Qualifications
- High school diploma or equivalent; 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 or a related industry.
- Familiarity with water quality standards and filtration technologies is advantageous.
- Ability to understand and explain technical concepts related to water filtration systems.
- Proficiency in CRM systems, Microsoft Office Suite, and relevant computer software.
- Demonstrated proficiency in typing, grammar, and proper phone etiquette.
- Knowledge of customer service principles and practices.
- Strong verbal and written communication skills.
- Effective listening skills and a customer-focused approach.
- Ability to work independently and collaboratively.
- Strong problem-solving skills with attention to detail.
- Multi-tasking capabilities and ability to manage high-volume tasks efficiently.
- Exemplary attendance and punctuality.
- Commitment to excellence and professionalism.
General Applicable Company Competencies
- Commitment to Watts’ values: integrity, accountability, continuous improvement, innovation, and transparency.
- Punctuality and dependability.
- Flexibility and adaptability to changing work priorities and stressful conditions.
- Adherence to all personnel policies and procedures.
- Ability to maintain productive and collaborative relationships with colleagues.
- Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.
Working Conditions
This is a remote position. Occasional travel to the Fort Worth, Texas office may be required for meetings or training.
Pay Range
$17.35 - $21.90 per hour, based on skills, experience, and qualifications.
Watts In It For You
- Competitive compensation.
- 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
Watts offers a team-oriented and supportive culture where employees care about their work and each other. We provide opportunities for learning and development, and your contributions make a meaningful impact on people's lives and the future of water.
Key skills/competency
- Customer Service
- Water Filtration
- Technical Support
- CRM Systems
- Communication Skills
- Problem-Solving
- Order Processing
- Customer Education
- B2B/B2C Sales Support
- Product Knowledge
Skills & topics
- Customer Service
- Customer Support
- Client Relations
- Water Filtration
- Technical Support
- CRM
- Order Processing
- Remote
- B2C
- B2B
How to get hired
- Tailor your resume: Highlight your customer service experience, CRM proficiency, and any water filtration knowledge.
- Craft a compelling cover letter: Express your passion for water quality and customer satisfaction.
- Prepare for behavioral questions: Use the STAR method to showcase problem-solving and communication skills.
- Research Watts' values: Align your answers with their commitment to integrity, innovation, and customer focus.
- Demonstrate technical aptitude: Be ready to discuss your understanding of water filtration systems.
Technical preparation
Master CRM software and customer interaction logging.,Practice explaining technical filtration concepts clearly.,Familiarize yourself with water quality standards.,Review common water filtration product specifications.
Behavioral questions
Describe a time you handled a difficult customer.,How do you prioritize tasks during busy periods?,Give an example of when you solved a complex problem.,How do you ensure customer satisfaction consistently?
Frequently asked questions
- What are the key responsibilities of a Customer Service Representative at Watts Water Technologies?
- As a Customer Service Representative at Watts Water Technologies, your primary responsibilities include responding to customer inquiries via phone and email, providing detailed product information, processing orders, educating customers on water quality and filtration, resolving complaints, maintaining CRM records, and collaborating with internal teams. You'll focus on ensuring customer satisfaction with our water filtration products and services.
- What qualifications are essential for the Customer Service Representative role at Watts?
- Essential qualifications include a high school diploma or equivalent, a minimum of one year in high-volume customer service (preferably in water filtration), proficiency with CRM systems and Microsoft Office, strong communication and listening skills, problem-solving abilities, and excellent attendance. Familiarity with water quality standards and filtration technologies is a plus.
- Is the Customer Service Representative position at Watts Water Technologies remote?
- Yes, this Customer Service Representative position is a remote role. While working remotely, you may be required to occasionally travel to the Fort Worth, Texas location for meetings, trainings, or as otherwise required by Company management.
- What is the pay range for the Customer Service Representative role at Watts?
- The expected salary range for this Customer Service Representative position is $17.35 to $21.90 per hour. Actual compensation will depend on individual skills, experience, qualifications, and applicable law.
- What kind of training and development opportunities are available at Watts?
- Watts offers continued professional development opportunities and educational reimbursement for permanent roles. They also have a strong focus on learning and development within their supportive, team-oriented culture, encouraging employees to grow their careers and make a meaningful impact.
- How does Watts Water Technologies approach customer service and innovation?
- Watts is committed to customer-focused innovation, with a culture that emphasizes continuous improvement and taking action. They value transparency and aim to provide smart, connected, sustainable water solutions, ensuring that customer satisfaction is at the core of their operations.
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