Senior Customer Service Representative

Xylem; Tewksbury (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Volunteer program (Xylem Watermark)

Employee Resource Groups (ERGs)

Inclusive culture

Job summary

Xylem is seeking a Customer Success professional in Massachusetts to support customers via multiple channels, manage service orders, and process payments. You will collaborate with internal teams to resolve complex requests and deliver accurate reports and invoicing.

The role emphasizes multitasking, strong communication, and a customer-centric approach in a global water solutions company that values inclusion and employee growth.

Qualifications

• Excellent written and verbal communication across 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 and Customer Success.

Responsibilities

• Responds promptly to customer inquiries through multiple channels.
• Recognizes sense of urgency and prioritizes orders and requests accordingly.
• Primarily responsible for 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 standard work documents and performance metrics.
• Supports training of others in their process teams.
• Deescalating sensitive customer concerns and communicating solutions.

Skills

Multichannel communication

Analytical thinking

Time management

Collaboration

Problem solving

Customer success mindset

Tools

MS Field Service

MS CRM

Job description

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 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.

CORE RESPONS I BILITIES 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

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.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Aff

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation