Customer Service Representative

Xylem•Houston, TX

7d•$23 - $25•Onsite

About The Position

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. At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated. Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors. 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 Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. 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

Requirements

Fortune 500 standards
Fortune 500 professionalism
Fortune 500 professionalism and discretion
active listening
clear communication
effective problem resolution
Meet customer experience targets
Balance multiple priorities
maintaining quality
responsiveness
customer satisfaction
effective handoffs
warm transfers
clear escalation paths
communicating with customers and internal partners
standard escalation paths
warm transfers
clear summary
customer impact
required next steps
Set expectations with customers on timing and ownership
coordinate callbacks/follow-ups
confirm closure
clear, timely documentation
Partner with internal teams as needed
ownership
reliability
follow-through on commitments
Manage multiple priorities
fast-changing environment
Own assigned cases/requests and follow-ups
timely updates through closure
critical thinking
resolve inquiries efficiently
accurate work
strong attention to detail
Meet or exceed SLAs
performance metrics
responsiveness
quality
documentation
schedule adherence
participate in coaching to close gaps
Maintain reliable attendance
plan time off in advance per policy/coverage needs
notify promptly for unplanned absences
adaptability
strong communication
continuous improvement
Work independently
take initiative
follow through with minimal supervision
Learn quickly
adapt to new tools, processes, and change
Complete required onboarding/training
participate in coaching to improve quality, efficiency, and customer outcomes
Communicate clearly in writing and verbally with customers and internal partners
Identify opportunities to improve processes and reduce friction for customers and teams

Responsibilities

Respond promptly to customer inquiries across channels with professional service that supports retention.
Handle inbound/outbound calls for internal and external customers; document interactions and required follow-up.
Partner with internal teams (e.g., Sales, Operations, Support roles, and other divisions) to resolve issues and complete requests.
Follow SOPs/standard work; perform tasks in alignment with SLAs, defined metrics, and documentation standards.
Process customer payments per process; provide proof of payment and invoices; support billing inquiries as directed.
Generate customer service reports (e.g., via Rental Results, 8x8, SAP) as requested and maintain contact lists per leader cadence.
Understands and executes core support processes with accuracy, efficiency, and awareness of downstream impacts.
Manage high-volume inbound/outbound calls; verify information, identify needs, and provide accurate guidance aligned to SLAs and performance metrics.
Resolve routine issues at first contact; route/escalate complex requests per procedures and queue/routing guidelines.
Document actions and outcomes in required systems to enable clear handoffs, follow-up, and visibility; meet documentation and quality standards.
Complete customer interactions and transactions accurately and on time; follow controls/standard work to reduce rework and cycle time.
Support assigned transactions and administrative tasks (e.g., payments, invoices/proof of payment, service reports) without impacting primary phone support, SLAs, or performance metrics.
Follows applicable policies and standard procedures (including privacy, information security, and records retention). Escalates questions, exceptions, or suspected issues promptly.
Follow policies, internal controls, and standard procedures when handling customer requests and transactions.
Maintain required documentation and system notes.
Protect confidential information; complete required training; escalate privacy/security concerns through the proper channels.
Delivers a consistent, professional customer experience aligned to Fortune 500 standards, using active listening, clear communication, and effective problem resolution.
Serve as a primary customer contact via phone (and other channels as needed); identify needs and provide timely, accurate support.
Represent the company with Fortune 500 professionalism and discretion; de-escalate when needed and set clear next steps and timelines.
Maintain consistent standards that reflect the company brand and values.
Meet customer experience targets by resolving at first contact when possible and completing follow-ups within SLAs; communicate status proactively.
Balance multiple priorities while maintaining quality, responsiveness, and customer satisfaction.
Collaborates to resolve customer needs quickly using effective handoffs, warm transfers, and clear escalation paths, while communicating with customers and internal partners with Fortune 500 professionalism.
Use standard escalation paths and warm transfers to route requests to the right team; provide a clear summary, customer impact, and required next steps.
Set expectations with customers on timing and ownership; coordinate callbacks/follow-ups and confirm closure.
Maintain clear, timely documentation so downstream teams can act without rework.
Partner with internal teams as needed (e.g., Operations, Sales, Support teams, and other divisions) to resolve inquiries.
Demonstrates ownership, reliability, and follow-through on commitments.
Manage multiple priorities in a fast-changing environment.
Own assigned cases/requests and follow-ups; provide timely updates through closure.
Use critical thinking to resolve inquiries efficiently.
Deliver accurate work with strong attention to detail.
Meet or exceed SLAs and performance metrics (e.g., responsiveness, quality, documentation, schedule adherence); participate in coaching to close gaps.
Maintain reliable attendance; plan time off in advance per policy/coverage needs; notify promptly for unplanned absences.
Demonstrates adaptability, strong communication, and continuous improvement.
Work independently; take initiative; follow through with minimal supervision.
Learn quickly and adapt to new tools, processes, and change.
Complete required onboarding/training and participate in coaching to improve quality, efficiency, and customer outcomes.
Communicate clearly in writing and verbally with customers and internal partners.
Identify opportunities to improve processes and reduce friction for customers and teams.