Customer Support Specialist at Xylem

Mira Loma, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Water TechnologyIndustries

Requirements

Bachelor’s in Marketing, Communications, or related field with at least 5 years experience or equivalent work experience that provides exposure to fundamentals
Strategic Vision and Foresight: Ability to develop and communicate a clear vision for the future, anticipate trends, and prepare the organization to adapt to changes, understanding the broader industry context and aligning team efforts with long-term objectives
Mentorship and Talent Development: Actively mentor junior colleagues, sharing knowledge, providing guidance, and supporting career development opportunities
Influential Leadership: Ability to influence and inspire others within and outside the organization, with strong communication skills, credibility, and relationship-building with key stakeholders

Responsibilities

Respond to customer inquiries and concerns via phone, email, or chat
Provide timely and accurate information to customers
Follow up with customers to ensure their issues have been resolved
Maintain a positive and professional demeanor while interacting with customers
Escalate complex issues to the appropriate department or supervisor
Keep detailed records of customer interactions and transactions
Troubleshoot technical issues and provide solutions to customers
Assist customers with setting up and using products or services
Collaborate with the technical team to resolve complex technical issues
Provide instructions and guidance to customers on how to troubleshoot common technical problems
Stay updated on product or service updates and changes to effectively assist customers
Ensure customer satisfaction by addressing and resolving issues in a timely and effective manner
Proactively reach out to customers to gather feedback and improve customer experience
Identify and report recurring customer issues to improve overall product or service quality
Maintain a high level of customer service and professionalism at all times
Strive to exceed customer expectations and ensure a positive customer experience
Maintain a thorough understanding of company products or services
Continuously update knowledge on new products or features
Educate customers on product or service features and benefits
Provide recommendations to customers based on their needs and preferences
Collaborate with the sales team to promote and upsell products or services to customers
Work collaboratively with other customer support specialists to ensure consistent and efficient customer service
Share knowledge and best practices with team members to improve overall performance
Participate in team meetings to discuss customer feedback and ways to improve customer satisfaction
Support and assist team members during busy periods or challenging customer interactions
Complete administrative tasks, such as data entry and documentation, accurately and in a timely manner
Maintain customer databases and update customer information as needed
Generate reports to track and analyze customer service metrics
Assist with training new customer support specialists on processes and procedures
Adhere to company policies and procedures at all times

Skills

Customer Service

Communication

Troubleshooting

Technical Support

Phone Support

Email Support

Chat Support

Product Knowledge

Xylem

Water technology solutions for sustainability

About Xylem

Xylem focuses on developing solutions to tackle global water challenges through smart technology. The company provides a range of products and services aimed at ensuring water security and sustainability. Its offerings include advanced water pumps, treatment systems, and analytical instruments, as well as hydrographic software through its HYPACK brand, which is used by clients worldwide for managing water bodies. Xylem serves various clients, including municipalities, industrial companies, and agricultural businesses, helping them manage water resources efficiently and improve water quality. Unlike many competitors, Xylem combines both hardware and software solutions, allowing for a comprehensive approach to water management. The company's goal is to promote sustainability and address environmental concerns while meeting the increasing demand for eco-friendly water solutions.

Washington, District of ColumbiaHeadquarters

2011Year Founded

$356.2KTotal Funding

IPOCompany Stage

Data & Analytics, Industrial & Manufacturing, EnergyIndustries

10,001+Employees

Benefits

Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.

Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.

Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.

Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Hispanic Origin & Latin Affinity, Emerging Leaders, and Working Parents Networks.

Risks

Emerging startups using AI and IoT may threaten Xylem's market share.

Rising raw material costs could impact Xylem's profit margins.

Global semiconductor shortage may delay Xylem's smart system production.

Differentiation

Xylem offers both hardware and software solutions for comprehensive water management.

The company focuses on sustainable and eco-friendly water technology innovations.

Xylem's HYPACK software is a leader in hydrographic and dredging applications.

Upsides

Xylem's acquisition of Idrica enhances its digital water utility market presence.

Growing interest in atmospheric water harvesting opens new market opportunities for Xylem.

Integration with ElectraMet boosts Xylem's industrial sector position in metals recovery.

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