Service Center Associate

Xylem•Wilmington, NC

3d•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. Service Center Associate Help keep customers running by delivering exceptional service, technical support, and operational excellence. As a Service Center Associate, you'll serve as the critical connection between customers, service technicians, and branch operations, ensuring equipment rentals, repairs, billing, and service requests are managed efficiently and accurately. If you enjoy solving problems, supporting customers, and working in a hands-on environment where no two days are the same, this is an opportunity to build valuable technical and operational experience while making a direct impact on customer success. This role combines customer service, technical support, branch operations, and service coordination into one dynamic position. You'll gain exposure to equipment troubleshooting, rental operations, invoicing, service processes, and customer relationship management while working alongside experienced service and sales professionals. You'll be a key contributor in helping customers receive the products, support, and solutions they need to keep their operations moving.

Requirements

High School Diploma or GED equivalent
1+ year of experience in customer service or related field
Exposure to ERP systems such as SAP or similar business software.
Experience with billing and invoicing preferred
Strong customer service and communication skills.
Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Ability to prioritize tasks and manage multiple responsibilities.
Basic mathematical and problem-solving skills.
Ability to work independently while also contributing to a collaborative team environment.

Nice To Haves

Experience in light construction, equipment rental, industrial services, or related industries.
Basic mechanical aptitude and troubleshooting skills.

Responsibilities

Manage inbound phone calls, online inquiries, and customer walk-ins.
Provide outstanding customer service and respond to requests in a timely manner.
Generate rental quotes and process customer orders via phone, email, and in person.
Answer routine product and service questions, directing complex inquiries to the appropriate technical or sales team members.
Coordinate product deliveries and pickups according to customer agreements and freight terms.
Assist customers with basic equipment troubleshooting and service-related inquiries.
Support Service Shop Technicians by preparing work orders and pulling required repair parts.
Complete equipment rental and service documentation accurately.
Ensure service operations and parts are properly recorded on service orders.
Verify technician certifications, safety credentials, and required training records are current.
Process customer contracts, billing, invoicing, and payment information accurately.
Maintain correct time entries and billing records for service projects and engagements.
Assist branch leadership in tracking operational metrics and reporting.
Collaborate with branch personnel to resolve customer issues and support daily operations.
Ensure customer requests and administrative tasks are completed accurately and on schedule.