.Customer Support SpecialistApply remote type Hybrid locations: Mira Loma, Tualatin, Oregon, Helena, Montana, Fairfield, California (Branch), Boise, Idaho (Branch)Time type: Full timePosted on: Posted 2 Days AgoJob requisition ID: R39454Join Xylem in the global mission to #LetsSolveWater!
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.Responsibilities:1.
Communication:- Respond to customer inquiries and concerns via phone, email, or chat.- Provide timely and accurate information to customers.- Follow up with customers to ensure their issues have been resolved.- Maintain a positive and professional demeanor while interacting with customers.- Escalate complex issues to the appropriate department or supervisor.- Keep detailed records of customer interactions and transactions.2.
Technical Support:- Troubleshoot technical issues and provide solutions to customers.- Assist customers with setting up and using products or services.- Collaborate with the technical team to resolve complex technical issues.- Provide instructions and guidance to customers on how to troubleshoot common technical problems.- Stay updated on product or service updates and changes to effectively assist customers.3.
Customer Satisfaction:- Ensure customer satisfaction by addressing and resolving issues in a timely and effective manner.- Proactively reach out to customers to gather feedback and improve customer experience.- Identify and report recurring customer issues to improve overall product or service quality.- Maintain a high level of customer service and professionalism at all times.- Strive to exceed customer expectations and ensure a positive customer experience.4.
Product/Service Knowledge:- Maintain a thorough understanding of company products or services.- Continuously update knowledge on new products or features.- Educate customers on product or service features and benefits.- Provide recommendations to customers based on their needs and preferences.- Collaborate with the sales team to promote and upsell products or services to customers.5.
Teamwork:- Work collaboratively with other customer support specialists to ensure consistent and efficient customer service.- Share knowledge and best practices with team members to improve overall performance.- Participate in team meetings to discuss customer feedback and ways to improve customer satisfaction.- Support and assist team members during busy periods or challenging customer interactions.6.
Administrative Tasks:- Complete administrative tasks, such as data entry and documentation, accurately and in a timely manner.- Maintain customer databases and update customer information as needed.- Generate reports to track and analyze customer service metrics