Customer Service Representative

Our customer service representatives assist our clients’ stakeholders daily. They interact via phone, email, and our proprietary system to numerous backflow questions/inquiries. Proactive ideas and communication is highly valued.

Responsibilities:

• Assist a wide range of customers and clients with general queries from multiple channels: phone, email, fax
• Research accounts to determine geographic location and identify internal issues
• Perform daily data entry, so computer proficiency is a must
• Ability to take detailed notes for follow-up and documentation
• Communicate and collaborate with your team members to solve problems
• Most importantly, deliver exceptional service and support to stakeholders

Education/Experience/Skills:

• Bachelor’s Degree strongly preferred (or equivalent experience in customer service or marketing)
• You have high energy with a sense of urgency to accomplish tasks
• You have a strong work ethic
• You have a desire to both learn and to be self-motivated
• You have patience with clients and understand the need to be calm and friendly
• Proficiency in other languages (French or Spanish)

∙ Qualify, develop, and maintain thorough company and product knowledge, research consumer needs, and identify how our solutions can meet them.

∙ Perform warm outreach via email, phone, mail, LinkedIn. Thousands of leads provided.

∙ Generate and research leads proactively and/or if given by Director of Sales.

∙ Research contacts for municipal and private water purveyors using multiple methods, including but not limited to: lists, LinkedIn, Google Search, searching through documents, GovSpend software, etc.

∙ Obtain contact information for primary contacts including but not limited to: phone, email, address, name, title, water purveyor name, etc.

∙ Tag where they came from to track the source of lead: LinkedIn, direct website, etc.

∙ Upload lists created into our email marketing software, Constant Contact.

∙ Cold reach outs are highly encouraged.

∙ Utilize and notate Zoho CRM to ensure standard processes during all research/sales stages.

∙ Provide product demonstrations via webinar and/or in-person to water purveyors across the US and Canada.

∙ Working alongside the team to draw up strategies to increase customer base.

∙ Conducting market research and sharing findings with the team, including but not limited to: competition, trends, new rules, etc.

∙ Build and manage a professional network, including but not limited to: industry connections, current and potential clients, vendors, professional organizations, etc.

∙ Attend events in the industry to connect with current and potential business. Travel including but not limited to: visit potential and/or current customers, trade shows, professional organization events, etc.

∙ Manage and execute sales projects, including but not limited to events, digital or mail campaigns.

∙ Adjust sales techniques based on interactions and results in the field.

∙ Keeping up to date with advancements in sales/marketing.

Reports to the Director of Sales and Marketing.