Hybrid Senior Customer Support Specialist

at Xylem

• Job title: Senior Customer Support Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Mira Loma, United States

About the role

• Customer Support Specialist providing technical assistance and customer service for Xylem's innovative water solutions across various platforms. Collaborating with teams and ensuring customer satisfaction with effective resolutions.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• Assist with training new customer support specialists on processes and procedures
• Adhere to company policies and procedures at all times.

Requirements

• Bachelor’s in Marketing, Communications, or related field with at least 5 years experience or equivalent work experience
• Expertise in In-depth knowledge of a specific product, service, or support area.
• Strong mentoring and coaching skills to guide and develop junior analysts.
• Proven ability to influence and drive change across various levels of the organization.
• Exceptional communication skills, both verbal and written, to effectively convey complex information to stakeholders.
• Solid project management skills, including the ability to manage multiple projects simultaneously and meet deadlines.

Benefits

• Paid Volunteer Program
• Inclusion and belonging initiatives
• Employee Resource Groups (ERG)