Customer Service Representative


Primary Function

Will serve Aquasana customers by providing product and service information, recommending solutions and resolving product related problems through already developed troubleshooting methodologies.

Responsibilities

  1. Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, executing correction or adjustment and precisely notating the interaction. 
  2. Answering inbound customer calls and e-mails relating to and not limited to the following:  account questions, shipping inquiries and technical support for all Aquasana products.
  3. Responsible for being familiar with all products, how they work and the best way to assist in service resolution for any given customer situation.
  4. Responsible for actively ensuring the retention of our customer base.
  5. Explaining and selling the benefits of the Water for Life replacement filter program.
  6. Held accountable to achieving important customer service related metrics – work percentage, average handle time, abandonment rate, Water for Life enrollments, customer survey scores, etc.
  7. Provide ongoing feedback for product improvement and job efficiencies.
  8. Perform other duties as assigned by management.

Qualifications

  • One year of related work experience in an inbound call center environment.
  • Problem-solving and program management skills.
  • An excellent work ethic.
  • Commitment to delivering a positive customer experience, including the handling of highly escalated customers in a professional manner.
  • Must be a good communicator, both oral and written.
  • Ability to work independently and in a collaborative team environment.
  • Should be proficient in basic office computer software, such as Microsoft Office Suite, and the Aquasana customer management program.
  • Use time efficiently.

Education

High School Diploma or GED

We Offer

We Offer:  Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.