Think Beyond The Label Jobs

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.

Regional Customer Experience 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 (https://www.xylem.com/en-us/watermark/) !

The Regional Customer Experience Specialist is responsible for supporting West Region branch location and distribution, initiating process and procedure and alignment between locations. In this role, the incumbent will work with branch location and support 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 will support multiple and varied business units and functions 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), health, dental, vision, 401K investment savings plan, and other additional miscellaneous benefits.

· Lead team to manage inbound phone calls, online inquiries and customer walk-ins

· Able to perform complex tasks related to the process that they support

· Drives collaboration with customers and branch staff on dealing with issues

· Regional oversight to process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail

· Answer varied and complex product questions and direct questions to appropriate service or sales personnel when necessary

· Regional oversight of orders and delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms

· Regional oversight and training to handle contract renewals and contract maintenance or changes

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

· Regional support Service Shop Technicians in completing work orders and pulling necessary parts for product repair

· Supports branch staff in compiling metrics

· Acts as proxy for branch managers and service staff ensuring customer requests are completed in a timely manner

· Establishes process and ensures correct time entries and appropriate billing is maintained for projects and service engagements

· Regional support to obtain and update 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

CORE RESPONSIBILITIES:

· Create and maintain safe working environment and culture within the organization

· Drives resolution of internal and external customer needs and expectations

· Identify and raise awareness towards process gaps to enable efficiency & effectiveness

· Assist with process analysis and resolution identification

· Demonstrates high impact culture through innovation, accountability and empowerment

· Must be able to function in a team environment

· Usually works with little to no supervision, works independently

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

· Specializing in specific areas of expertise

· Independently arrive at solution to satisfy needs of customer in alignment with our policies

Travel Requirements

· Some travel required

· 25% - 50% travel (overnight stays, away from home)

QUALIFICATIONS: Education & Experience Requirements:

· High school diploma or equivalent plus 5 years of applicable work experience or Bachelor’s degree with 3 years of applicable work experience

· Computer proficiency to include Microsoft Suite and math skills

Skill Requirements:

· Intra-departmental communication for purpose of alignment/information sharing/guidance/leadership

· Able to execute tasks with high levels of autonomy; limited guidance required for complex tasks

· Able to collaborate with other disciplines

· Ability to understand concepts in execution, broader organizational impact, and strong organization skills

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

· Strong ERP fluency in relevant systems

· Strong understanding of typical IT business tools; adapt at learning new programs quickly (e.g. homegrown IT solutions but also new cutting-edge tools like Data Analytics)

· Fluency in a Field Service and CRM application like MS Field Service or MS CRM

SALARY: The estimated salary range for this position is $22.00 to $35.00. Starting pay is dependent on multiple factors, such as skills, experience, certifications and work location. 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.

#LI-JTHOMPSON1

Salary range:

$45,500.00 - $72,500.00

Join 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