Client Service Associate

Summary

Join Waterworks as a Client Service Associate and be the primary point of contact for our clients, delivering exceptional service that enhances their experience. You will manage client inquiries through phone and ticketing systems, collaborating with cross-functional departments to ensure a streamlined service experience. The ideal candidate is professional and solution-focused, passionate about delivering superior service and representing our brand. This remote role requires daily phone queue participation, with hours of 7:00 am - 4:00 pm, Monday - Friday for the west coast. We offer a highly collaborative, creative work environment with extensive training, career growth opportunities, competitive salaries, bonus potential, and a comprehensive benefits package.

Requirements

• 2+ years of customer service experience, preferably in a luxury retail or interior design environment
• 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

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 Service Excellence 6P behavior framework 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

Preferred Qualifications

Experience with plumbing concepts, principles, basic functionality or with a technically complex product preferred

Benefits

• Medical/dental/vision
• 401k retirement savings plan
• Generous PTO program (vacation, personal and sick time)
• Some summer half days
• A volunteer day
• At least 8 federal holidays throughout the calendar year plus a floating holiday
• Bonus potential