Customer Service / Account Manager

Customer Service Representative / Account Manager

📍 Secondwind Water Systems, Inc. | Manchester, NH

Join our team as a Customer Service Representative! We’re currently looking for a motivated, customer-oriented individual to join us. At Secondwind Water Systems, we are passionate about delivering exceptional service, and as an Account Manager, you will have dedicated customers, creating long-term relationships and making a meaningful impact on their lives.

We value a healthy work environment that fosters respect, open communication, and a balanced work/life culture. Join us and be part of a dynamic team that makes a difference in our customers' lives every day.

Key Responsibilities:

✔️ Provide exceptional customer service to both new and existing clients via phone and email.

✔️ Respond to inquiries quickly and efficiently, always aiming to deliver a positive experience.

✔️ Handle service calls, schedule appointments, and proactively sell and promote services where appropriate.

✔️ Maintain and update customer information in our database.

✔️ Process service work orders, ensuring all tasks are completed in a timely and accurate manner.

✔️ Manage customer service troubleshooting, working to resolve any open issues.

✔️ Collaborate with internal teams and provide feedback to improve customer service processes.

✔️ Participate in training sessions to continuously improve product knowledge and customer service skills.

✔️ Help with marketing efforts, including mailings and outreach programs.

✔️ Participate in an on-call rotation (approximately every 17 weeks).

✔️ Assist with other duties and special projects as assigned.

Metrics for Success:

🔹 Service work sold (measured by work orders initiated).

🔹 Sales opportunities referred to other departments (measured by sales codes on new quotes).

🔹 Timely processing of work orders and efficient follow-up.

🔹 Successful resolution of open work orders and prompt payment collection.

Requirements:

• Computer skills: Proficient in Windows & Microsoft Office are required
• Oral and Written Communication
• Organization
• Problem Solving
• Detail Oriented
• Goal Driven

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Shift: 8-hour shift, Monday through Friday, 40 hours per week
• Experience: Customer Service: 3 years (Preferred)

At Secondwind, we’re more than just a workplace—we’re a family. We foster an environment where everyone’s contributions are valued and where you can make a real impact. If you're looking for a role where you can thrive, have fun, and enjoy a great work-life balance, Secondwind is the place for you.