Customer Experience Specialist

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.We’re Hiring for a Service Center Specialist!If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!THE ROLE : The Service Center Specialist will be responsible for performing duties related to the running and maintenance of the shop, sales and branch operations ensuring that customer contracts, billing, invoicing and issues of any administrative nature are resolved in a timely fashion. This role can support various business units and is critical to ensure proper documentation, payment and resolution of customer issues. We offer a full benefits package to include 4 WEEKS Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other additional miscellaneous benefits.CORE RESPONSIBILITIES : To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

Manage inbound phone calls, online inquires and customer walk-ins

Ability to perform operations and logistics tasks; scheduling technicians, deliveries and equipment

Strong collaboration with customers and branch staff on dealing with issues

Process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail

Ability to document tasks in process flows

Answer standard or non-routine product questions and direct questions to appropriate service or sales personnel when necessary

Enter orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms

May be required to handle contract renewals and contract maintenance or changes of simple configuration or change of purchase order

Reviews autorenewals of contracts and supports contract additions identified by branch staff

Complete equipment and rental processes in tool and schedule product pick-up and prepare paperwork for customer sign off

Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair

Supports branch staff in compiling metrics

Assists branch manager and service staff ensuring customer requests are completed in a timely manner

Ensure correct time entries and appropriate billing is maintained for projects and service engagements

Obtain and updates forms of payment to process for service orders from customers

Ensures all service operations and part numbers are added to service orders

Ensures on site tech safety credentials or current training in place

Create and maintain safe working environment and culture within the organization

Take care of internal and external customer needs and expectations

Demonstrates high impact culture through innovation, accountability and empowerment

Must be able to function in a team environment; usually works with direct supervision but can work independently

Task execution for area of responsibility up to levels defined in Xylem’s DOA policy

QUALIFICATIONS :

High school diploma or equivalent plus 2 years of applicable work experience

Forklift experience is a must; certification preferred

Computer proficiency to include Microsoft Suite and math skills

Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing

Able to executive tasks medium levels of autonomy; limited guidance required for complex tasks

Able to collaborate with other disciplines

Ability to understand concepts in execution and strong organization skills

Understanding of general business concepts

Strong communication skills between team members

Solid User of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)

Fluency in relevant ERP systems

Basic understanding of typical IT business tools

DAY IN THE LIFE :In this role, the shop working environment may include outdoors, weather extremities, use of PPE, exposures to hazardous material, loud noise, etc. and the physical demands may include but not limited to {regularly sitting, standing, lifting up to 50 lbs.Standard weekly job hours: 40 hours.SALARY :Starting pay is dependent on multiple factors, such as skills, experience, and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG). Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.Salary range:$39,500.00 - $63,000.00Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpactSalary range:$45,500.00 - $72,500.00Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation