C&I Tech Support

Packard Culligan Water•Minnetonka, MN

11h•Onsite

About The Position

Join our team at Culligan Water in Minnetonka, where employees build lasting customer relationships and deliver exceptional experiences. Culligan of Minnetonka is a thriving dealership under the esteemed Packard Culligan franchise group, an industry leader in commercial and residential water treatment and filtration systems with nearly 80 years of family-owned and operated excellence. This role involves managing the C&I customer journey from initial contact through resolution, anticipating customer needs, and providing proactive solutions to minimize downtime and maximize operational efficiency. The position requires clear and effective communication to build trust and loyalty with C&I customers.

Requirements

Positive and adaptable individual.
Excel in multitasking.
Thrive in a dynamic work environment.
Demonstrated capability to understand and meet Commercial customer needs (Customer Focus).
Resolve issues efficiently and effectively (Problem Solving).
Clear, empathetic, and professional interaction (Communication).
Manage multiple systems and tasks simultaneously (Multitasking).
Demonstrates proficiency in multiple systems and programs required to do the job (Technical Proficiency).
Subject to a pre-employment background check.
Subject to a drug screening offer of employment.
High school diploma or equivalent is required.

Responsibilities

Scheduled time on a phone queue taking customer calls.
Manage the C&I customer journey from initial contact through resolution, ensuring seamless and positive service delivery.
Anticipate C&I customer needs and provide proactive solutions to minimize downtime and maximize operational efficiency.
Communicate clearly and effectively, building trust and loyalty with C&I customers.
Follow, abide by and exemplify the Packard Culligan Core Values: Accountability, Being Open-Minded, Caring About Relationships.
Adhere to assigned work schedules and be logged into the phone queue at the designated start time.
Answering phones is a priority to ensure a positive experience for our customer callers.
Respond to C&I customer requests via phone, email, web and/or in-person with professionalism; resolve issues on first contact whenever possible.
Schedule C&I Water Quality installation and set-up processes, DI prep, Commercial service contacts, service calls, and preventative maintenance contracts, while providing excellent customer service.
Navigate multiple computer programs such as Monday.com, Workware and Salesforce with ease while maintaining accurate documentation.
Proficiency in Culligan products, product codes, business clients, Culligan terminology, and company policies and procedures.
Ensure accurate billing for Commercial customers, including reconciliation of operational work completed at customer sites.
Apply high-level problem solving to resolve scheduling conflicts, contract discrepancies, and urgent service needs.
Participate in training on route systems and scheduling principles.
Support administrative tasks such as data entry and updating customer records.
Escalate complex issues promptly to senior team members.
Maintain confidentiality and security of customer information.
Perform other related duties as assigned or requested.