Technical Support Representative

Aquasana • Haltom City, TX

305d

About The Position

At Aquasana, we believe clean water and a healthy environment are the most important components to healthy living and overall well-being. Our sole focus is providing best-in-class water filtration products so every home can enjoy clean, healthy water. In this role, the incumbent will serve Aquasana customers by providing product and service information, recommending solutions and resolving product related problems through already developed troubleshooting methodologies.

Requirements

• High School Diploma or GED
• Minimum of 1 year related work experience
• One year of related work experience in an inbound call center environment
• Problem-solving and program management skills. An excellent work ethic
• Commitment to delivering a positive customer experience, including the handling of highly escalated customers in a professional manner
• Must be a good communicator, both oral and written
• Ability to work independently and in a collaborative team environment
• Should be proficient in basic office computer software, such as Microsoft Office Suite, and the Aquasana customer management program
• Use time efficiently

Responsibilities

• Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, executing correction or adjustment, and precisely notating the interaction
• Answering inbound customer calls and e-mails relating to and not limited to the following: account questions, shipping inquiries, and technical support for all Aquasana products
• Responsible for being familiar with all products, how they work, and the best way to assist in service resolution for any given customer situation
• Responsible for actively ensuring the retention of our customer base
• Explaining and selling the benefits of the Water for Life replacement filter program
• Held accountable to achieving important customer service related metrics - work percentage, average handle time, abandonment rate, Water for Life enrollments, customer survey scores, etc.
• Provide ongoing feedback for product improvement and job efficiencies
• Perform other duties as assigned by management

Benefits

• Competitive base salary
• Comprehensive benefits plans which include medical and dental insurance
• Company-sponsored life insurance
• Retirement security savings plan
• Short- and long-term disability programs
• Tuition assistance
• Employee discounts on water filtration products
• Casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Machinery Manufacturing
• Education Level: High school or GED
• Number of Employees: 101-250 employees