Job description
About Waterworks
When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.
What We Provide
What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day. The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.
The Role
As a Client Service Associate, you will be the primary point of contact for our clients, responsible for delivering exceptional, solution-oriented service that enhances and simplifies their experience. Your role will align with our Service Excellence objectives, adhering to the highest standards, company guidelines, and procedures.
In this position, you will manage client inquiries through a phone queue and a ticketing system. You will navigate multiple systems and collaborate closely with various cross-functional departments to ensure our clients receive an elevated and streamlined service experience.
The ideal candidate is professional, polished, and solution-focused, with a passion for delivering a superior experience and representing our brand and products. This key position within our contact center directly supports and impacts the client experience.
This is a remote role required to be on a phone queue daily. Hours for the west coast 7:00 am - 4:00 pm, Monday - Friday.
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.
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
$24 - $28 an hour
Our Values
Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.
Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.
Own It: Be responsible for your results. Empower yourself and others to step forward and lead.
Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.
Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.
Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual’s experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate’s experience and expertise and may vary from the amounts listed above.
Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.
