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Waterlogic USA Customer Service Representative in Grapevine, Texas

COMPANY OVERVIEW:

Waterlogic Americas is a global designer, manufacturer, distributor and service provider of drinking water systems, offering a cost-effective, environmentally friendly alternative to traditional bottled water, utilizing the most advanced water purification technology available. Founded in 1992, Waterlogic is the leading bottleless water cooler service provider in the nation with over 40 sales and service locations throughout North America.

POSITION SUMMARY:

Receives inbound customer calls and e-mails, troubleshoots service-related issues and creates service calls as needed. Responds to customer contract questions (i.e. term, price, etc.) and works with Billing and Order Administration to resolve concerns.

RESPONSIBILITIES

  • Provide hassle-free service to every customer, in a positive manner that is focused on resolution of issues within the first call.

  • Respond to customer inquiries regarding service, billing, and sales.

  • Track inquiries and complaints relative to product warranty, product operation, maintenance and installation difficulties.

  • Process all items necessary to ensure resolution of all customer problems and requests.

  • Perform troubleshooting of customer problems and escalate when appropriate.

  • Maintain customer accounts in accordance with company policy and procedures.

  • Act as a liaison between customers and service technicians regarding service schedules, order status, delinquent accounts, and other customer-related issues.

  • Respond to customer requests for cancellation of service and handle according to established procedures.

  • Issue service requests, take payments, and other duties as assigned.

QUALIFICATIONS

  • High School diploma

  • Ability to communicate openly with customers, management, and peers to review issues and provide solutions

  • Phone etiquette

  • Good communication and listening skills (listen attentively to a customer’s concerns to fully understand the problem)

  • Ability to understand existing policies and procedures, and how to apply them to resolve any issue that the customer is experiencing

  • Good problem-solving skills (effectively addresses a customer’s issue, but also escalates (as appropriate) to supervisor/manager to identify and resolve the root cause

  • Capable of dealing with problems involving several concrete variables in standardized situations

  • Must have knowledge of the Microsoft Office Suite (including Outlook) and basic computer/Internet skills

WE OFFER

  • Competitive base salary plus bonus opportunity

  • Medical, vision, and dental insurance

  • Short- and long-term, supplemental, and company-paid life insurance

  • 401(k) retirement savings plan

  • Tuition reimbursement

  • Employee discounts on products and services

Waterlogic Americas is an equal employment opportunity employer. Waterlogic Americas does not discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Waterlogic Americas also prohibits harassment of applicants or employees based on any of these protected categories.

ID: 2020-1780

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