Director, Agile Delivery, Customer Experience
Diabetes Youth Families
Senior Customer Support Specialist
Xylem
full-time
Posted on:
Location Type: Hybrid
Location: Mira Loma • California, Idaho, Montana, Oregon • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- 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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetechnical troubleshootingdata entrycustomer interaction documentationcustomer service metrics analysisproduct knowledgeservice knowledgeadministrative tasksreport generationtraining
Soft skills
communicationmentoringcoachingcollaborationproblem-solvingcustomer satisfactionprofessionalismfeedback gatheringinfluenceproject management
