Customer Success Admin - National Accounts

We're Watts. Together, we're reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted bycustomers in residential and commercial settings across the world.We areat theforefront of innovation, working with cutting-edge technology to provide smart andconnected, sustainable water solutions for the future. Watts is a leading brand with aquality reputation - and we have a dynamic future ahead.

Scope of Position

This self-motivated individual, as part of the National Accounts team, will be responsible for assisting sites experiencing disruptions in Hot Water Delivery after-hours, as well performing administrative functions such as billing.

This position reports to our Senior Customer Success Specialist on the National Accounts Team. This role is hybrid, primarily working from home, and onsite as needed, and is based in Fort Worth, TX.

Schedule - Sunday through Friday, 4pm - 10pm, no lunch break

Primary Job Duties and Responsibilities

• Serve as the after-hours point of contact for clients requiring emergency services.
• Dispatch and oversee work order execution as defined by the client and the agreed-upon service level agreements
• Monitor and report on work order progress in real time to both internal and external stakeholders
• Identify and resolve client and/or work order issues and concerns in a professional demeanor
• Maintain accurate records of work orders, emails and other correspondence
• Work with third-party contractors by maintaining relationships, handling dispatch, and addressing specific project needs
• Vendor invoice, turnkey invoice, and PO processing to Accounting Department
• Process returned material requests and credits
• Other administrative tasks related to billing or order processing as needed
• Maintain knowledge of plant's processes, techniques, tools, materials, machines, and equipment

Required Qualifications

• Associates degree or 2 years' experience in a customer service-related position
• This position requires after-hours, weekend, and holiday coverage, and the ideal candidate must incorporate these responsibilities into their schedule and deliver prompt updates to customers, contractors, and internal team members as necessary
• Exceptional interpersonal, customer service, and verbal and written communication skills
• Time management: the ability to organize and manage multiple priorities
• Quick to take action and shows strong initiative
• Strong customer service skills and orientation
• Strong team player
• Computer proficiency in MS Office
• Ability to communicate proficiently in English, with basic Spanish language skills a plus
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment testing as a condition of employment.

General Applicable Company Competencies

• Commitment to Watts' values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts' seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions:

While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office at the Fort Worth office location for meetings, trainings, or as otherwise required by Company management.

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Nothing in this job description restricts Watts' right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is "at will," which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

#LI Hybrid/Remote

Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.