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Client Support Specialist
2 months ago
Position: Customer Service Representative
Company: PSI Water Technologies, Inc.
PSI Water Technologies, Inc., a subsidiary of Cleanwater1, Inc., stands at the forefront of water disinfection solutions for municipal clients. Our organization is recognized as one of the most progressive and rapidly expanding entities in the water infrastructure sector, offering a range of proprietary and patented technologies aimed at enhancing water and wastewater treatment processes.
Role SummaryThe Customer Service Representative plays a crucial role in administrative support and ensuring a seamless customer experience with Cleanwater1. Key responsibilities encompass:
- Managing incoming phone calls and emails directed to our integrated service team.
- Processing sales orders, invoices, and purchase orders with precision.
- Entering manufacturing orders and handling return material authorizations (RMAs).
- Facilitating effective communication to guarantee a positive sales experience for our clients across various business units.
- Respond to the main phone line, take messages, and create cases in Salesforce.
- Welcome on-site visitors as necessary.
- Provide quotations for parts and prepare products for shipment using our business systems.
- Document all call details and technical inquiries as cases in Salesforce.
- Collaborate with technical services to gather necessary information for case resolution.
- Reach out to customers with solutions and ensure case closure within 24 hours.
- Generate RMAs and no-charge requests after obtaining appropriate management approvals.
- Process orders for equipment that requires return or repair.
- Utilize SalesPad for entering parts and sending acknowledgment letters.
- Establish project numbers for engineered orders and organize related documentation on SharePoint.
- Coordinate with internal teams, customers, and contractors to ensure successful order execution.
- Conduct customer check-in surveys to assess project success.
- Acquire knowledge of our product offerings and their functionalities.
- Perform additional duties as assigned.
- High School diploma or equivalent.
- Strong organizational and problem-solving skills.
- Excellent verbal and written communication abilities.
- Proficient in managing multiple tasks simultaneously.
- Solid computer skills, including proficiency in Microsoft Word and Excel.
- Willingness to work overtime as needed.
- Ability to learn new concepts and actively participate in discussions.
- Experience in customer-facing roles.
- Over 2 years of experience in a customer service environment.
- Familiarity with CRM and ERP systems.
- Experience with Salesforce and/or GP software.
This position primarily involves office work, with occasional exposure to light industrial settings. Appropriate personal protective equipment (PPE) and training will be provided as necessary.
This job description is intended to provide a general overview of the responsibilities and qualifications associated with this role. Duties and responsibilities may evolve over time.
PSI Water Technologies, Inc. is an equal opportunity employer, promoting diversity in the workplace. All qualified applicants will receive consideration for employment without regard to any protected characteristic.
