Senior Customer Service Representative

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 employeesoperating 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.

CORE RESPONSIBILITIES AND TASKS:

•    Responds promptly to customer inquiries through multiple channels.
•    Recognizes sense of urgency and prioritizes orders and requests accordingly 
•    Primarily responsible for the processing a higher volume of incoming and outgoing calls for internal & external customers
•    Engages with appropriate intercompany resources
•    Inputs and/or modifies service order requests based on customer need and provides customer confirmation 
•    Process customer payments and provide proof of payment to customer
•    Generate and deliver customer specific “service” reports and invoicing as requested
•    Perform tasks in accordance with the standard work document and performance metrics for that given process
•    Supports training of others in their process teams.
•    Responsible for overflow work and special projects
•    Ability to document tasks into process flows
•    Deescalating sensitive customer concerns by resolving complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer
•    Supporting implementation of updated processes 
•    Provides quality audit reviews as needed

POSITION REQUIREMENTS 

1.    FORMAL EDUCATION: 
Required:
•    High school diploma or equivalent plus 5 years of applicable work experience in customer support (with phone or customer facing) OR Bachelor's degree with 3 years of applicable work experience 

 
2.    KNOWLEDGE & EXPERIENCE:
Required: 
•    Excellent written and verbal communication skills utilizing multiple channels. 
•    Strong analytical problem solving and decision-making skills
•    Ability to handle difficult or sensitive situations
•    Excellent time management and organizational skills
•    Working knowledge of Products/Services  
•    Demonstrated understanding of Customer Success
•    Collaboration Skillsets to enable support to peers as necessary    
•    Ability to multi-task, prioritize, and manage time effectively
•    High level competency in a Field Service and CRM application like (MS Field Service or MS CRM)

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.