Customer Service Representative

Job Title: Customer Service Representative (CSR

Department: Customer Service

Reports to: Customer Service Manager

Summary:

As a Customer Service Representative (CSR) at Water Techniques, you will play a critical role in ensuring customer satisfaction by providing exceptional service, managing service schedules, and offering technical support over the phone. You will act as the primary point of contact for customers, answering their questions, resolving issues, and coordinating service requests. The ideal candidate must possess strong communication skills, be adaptable, and have the ability to work efficiently in a fast-paced environment.

Duties and Responsibilities:Customer Service:

· Serve as the primary customer contact for inquiries related to services, installations, and products.

· Handle customer inquiries and complaints with professionalism, providing solutions and ensuring customer satisfaction.

· Respond to customer emails and calls in a timely manner, maintaining a positive and empathetic attitude.

· Maintain detailed records of customer interactions and transactions in the customer database.

Scheduling:

· Schedule and coordinate daily service calls for technicians, ensuring efficient and effective routing.

· Assign service calls based on the skill level of each technician and the geographic efficiency of the route.

· Re-route service calls as necessary, handling last-minute changes while keeping customers informed.

· Finalize schedules for the following day, ensuring all technicians have the necessary paperwork or online access to their jobs.

Technical Support:

· Troubleshoot basic water treatment system issues over the phone, guiding customers through simple fixes.

· Understand the core components of the company’s water treatment systems to provide accurate advice and recommendations.

· Request pictures or additional information from customers to assess service needs and ensure smooth service delivery.

Required Skills:

· Customer-Focused: Exceptional customer service skills with the ability to handle complaints and resolve issues effectively.

· Scheduling & Organization: Strong organizational skills to manage multiple service calls, technician schedules, and customer requests efficiently.

· Technical Aptitude: Ability to understand water filtration systems and explain basic troubleshooting steps to customers over the phone.

· Communication Skills: Excellent written and verbal communication skills to provide clear, concise, and professional responses.

· Soft Skills: Empathy, patience, adaptability, and the ability to stay calm under pressure are critical for handling various customer interactions.

· Problem-Solving: Strong problem-solving skills, especially when managing scheduling conflicts or service delays.

· Team Collaboration: Ability to work well within a team environment, collaborating with customer service, field technicians, and other departments.

Qualifications:

· High school diploma or equivalent required; some college or technical training is a plus.

· Minimum 1-2 years of experience in a customer service or technical support role.

· Experience with scheduling, CRM systems, and proficiency in Microsoft Office (Word, Excel, Outlook) is required.

· Strong understanding of geographic areas in Southern California (Orange County, LA County, Riverside County, etc.).

· Must be detail-oriented, able to multitask, and thrive in a fast-paced environment.

· Ability to type 45 words per minute.

Work Environment:

· Office environment with the majority of time spent on computers, phones, and email.

· Regular interactions with customers and internal teams to ensure seamless operations.

Physical Demands:

· Ability to sit, use hands, reach with hands and arms, and talk or hear for extended periods.

· Occasionally lift and/or move up to 20 pounds.

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Shift:

• Day shift

Language:

• English (Required)

Work Location: In person

Salary : $22 - $26