Lead Customer Service Representative

Sensus Xylem Inc

Handle inbound and outbound customer contacts
Resolve routine and escalated customer issues
Maintain sla and kpi performance metrics
The role involves leading by example to reinforce operational consistency and support end-to-end issue resolution across multiple channels

Job Summary

  • The role involves leading by example to reinforce operational consistency and support end-to-end issue resolution across multiple channels.
  • Candidates must demonstrate strong business acumen by managing high-volume contacts while adhering to strict SLAs and quality expectations.
  • Xylem offers an inclusive environment with opportunities for professional growth, volunteer programs, and participation in Employee Resource Groups.

Matching Summary

The role involves leading by example to reinforce operational consistency and support end-to-end issue resolution across multiple channels.

Skills & Requirements

Must-have

  • Handle inbound and outbound customer contacts
  • Resolve routine and escalated customer issues
  • Maintain SLA and KPI performance metrics
  • Document interactions in designated systems
  • Coordinate with internal partners for resolution
  • Follow standard operating procedures and policies

Nice-to-have

  • Demonstrate continuous improvement mindset
  • Support onboarding and team development
  • Adapt to new tools and organizational changes
  • Act as a go-to resource for best practices
  • Communicate trends and risks to management

Key Requirements

  • Experience in contact center operations
  • Knowledge of billing and invoice processes
  • Ability to work independently with minimal supervision
  • Strong communication and de-escalation skills
  • Proficiency with ticketing and CRM systems

Work Rights

Not specified

Tailored Resume

Cover Letter