Sr. Customer Support Specialist

Xylem • Sacramento, CA

3d

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. 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!
Our Talent Community is a great way to stay connected to learn more about our high impact culture initiatives and latest career opportunities! Tell us more about yourself and help recruiters find you if there’s an opportunity that aligns with your background, skills and interests. Join our Talent Community Today!
Want to know what kind of Impact you can make? Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe can thrive. Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for communities around the world by engaging all stakeholders and educating about water issues. Learn more by clicking here – Working at Xylem (https://www.xylem.com/en-us/careers/working-at-xylem/)
Inclusion and Belonging at Xylem Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges. Learn more about our commitment to Inclusion and Belonging. (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)

Requirements

• Bachelor’s in Marketing, Communications, or related field with at least 5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Expertise in In-depth knowledge of a specific product, service, or support area.
• Strong mentoring and coaching skills to guide and develop junior analysts.
• Proven ability to influence and drive change across various levels of the organization.
• Experience with SAP HANA 4
• Exceptional communication skills, both verbal and written, to effectively convey complex information to stakeholders.
• Solid project management skills, including the ability to manage multiple projects simultaneously and meet deadlines.

Responsibilities

• Respond to customer inquiries and concerns via phone, email, or chat
• Provide timely and accurate information to customers
• Follow up with customers to ensure their issues have been resolved
• Maintain a positive and professional demeanor while interacting with customers
• Escalate complex issues to the appropriate department or supervisor
• Keep detailed records of customer interactions and transactions
• Troubleshoot technical issues and provide solutions to customers
• Assist customers with setting up and using products or services
• Collaborate with the technical team to resolve complex technical issues
• Provide instructions and guidance to customers on how to troubleshoot common technical problems
• Stay updated on product or service updates and changes to effectively assist customers
• Ensure customer satisfaction by addressing and resolving issues in a timely and effective manner
• Proactively reach out to customers to gather feedback and improve customer experience
• Identify and report recurring customer issues to improve overall product or service quality
• Maintain a high level of customer service and professionalism at all times
• Strive to exceed customer expectations and ensure a positive customer experience
• Maintain a thorough understanding of company products or services
• Continuously update knowledge on new products or features
• Educate customers on product or service features and benefits
• Provide recommendations to customers based on their needs and preferences
• Collaborate with the sales team to promote and upsell products or services to customers
• Work collaboratively with other customer support specialists to ensure consistent and efficient customer service
• Share knowledge and best practices with team members to improve overall performance
• Participate in team meetings to discuss customer feedback and ways to improve customer satisfaction
• Support and assist team members during busy periods or challenging customer interactions
• Complete administrative tasks, such as data entry and documentation, accurately and in a timely manner
• Maintain customer databases and update customer information as needed
• Generate reports to track and analyze customer service metrics
• Assist with training new customer support specialists on processes and procedures
• Adhere to company policies and procedures at all times

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees