What are the responsibilities and job description for the Zip Technical Customer Service Representative position at Zip Water North America?
About Zip Water : https : / / us.zipwater.com / about / or watch - https : / / lnkd.in / d9XRvJ6D
With unrivalled expertise in instant filtered boiling, chilled and sparkling water appliances, Zip Water is known globally for being home to the world’s most advanced drinking water appliances. Founded in Australia in 1947 and purchased by Culligan in 2017, we’ve always been innovators, advancing and perfecting our drinking water technology for decades. Today, Zip products can be found in thousands of homes and offices around the world and the Zip HydroTap was launched in the US in 2018.
The Technical Customer Service Representative is responsible for responding to all levels of customer service administration management including product knowledge requests, product registration processing, service request processing, and routine communication by phone and email with customers / prospective clients / product owners. Customer Service Representative will conduct order entry, check order status, return goods processing, respond to service inquiries and escalate to ensure resolution. They will be responsible for managing and responding to live website chat and follow-up up on leads and assist the sales team to reach business targets through phone and email sales using Salesforce and ServiceMax.
Responsibilities :
- All levels of Customer Service Administration Management including product knowledge requests, product registration processing, service request processing, and routine communication by phone and email with consumers / prospective clients / product owners
- Technical Service Assistance via phone, email, and text for Customers / Installers / Plumbers
- All levels of Sales Administration Management including order entry / status, order tracking, return goods processing, product knowledge requests, and routine communication with B2B customers and sales team
- Enter new customer data and update changes to existing accounts in Salesforce CRM
- Maintain and ensure timely and adequate responses to phone and website request
- Handle inbound, unsolicited prospect calls
- Handle / route inbound service calls / emails
- Assist in creating RFQ responses to potential clients
- Emphasize product / service features and benefits, quote prices, answer all questions regarding product line
- Appropriately communicate and represent brand identity and corporate position
Requirements :
Preferred :
Competencies : To perform the job successfully, an individual should demonstrate the following competencies in this position;
Resourcefulness, Passion, Decision Making, Independence, Initiative, Team Player, Analytical Skills, Organizational / Planning, Customer, Focus, Written / Oral Communication
