Associate – Client Experience

Responsibilities

• Strive to provide first contact resolution services to our clients.
• Deliver exceptional service in a dynamic Contact Center environment, serving as the primary point of contact for all client inquiries. This includes addressing general service questions, troubleshooting product-related issues, and proactively managing and resolving assigned support cases with full accountability.
• Effectively manage client expectations and adapt to various complex inquiry scenarios, in an omnichannel environment (phone, ticket, email, chat queues, etc.), to meet / exceed our service standards and to deliver service excellence in every client interaction.
• Adhere to Waterworks standard operating procedures to clearly and concisely document, maintain, and resolve client inquires in a timely manner utilizing Waterworks’ business applications.
• Follow the “Three Steps of Service” to actively listen / read to understand the client’s inquiry, then ask appropriate qualifying questions, identify corrective actions, and resolve inquiries within established SLAs (service level agreements) in a professional manner.
• Take ownership of researching warranty status, order entry, processing, payment, and delivery expectations for orders.
• Understand the Client and Product journey to proactively anticipate client needs and successfully resolve client inquiries to achieve / exceed Client Service Associate and team standards, SLAs, and metrics to contribute to Waterworks’ business objectives.
• Contribute to the team by sharing knowledge, experiences and ideas to elevate the client experience and improve processes.
• Build positive relationships and partnerships within the Client Services team and with our cross-functional partners to elevate the client service experience and foster teamwork.
• Continuously seek out opportunities to deepen your product and Client Services knowledge and skills.
• Understand and utilize business systems, processes and product documentation to provide effective and efficient client support and solutions.
• Other duties and tasks as assigned.

Requirements

• 2+ years of customer service experience, preferably in a luxury retail or interior design environment
• Experience with plumbing concepts, principles, basic functionality or with a technically complex product preferred
• Ability to learn, understand, and confidently discuss Waterworks’ products
• Ability to multi-task and prioritize in a fast-paced environment 
• Excellent verbal and written communication skills 
• Organized, detail-oriented with strong follow-up skills
• Empathetic approach to customer service with ability to proactively solve problem
• Proficient in Microsoft Office Suite with the ability to learn and navigate other systems