A. O. Smith Corporation · 2 days ago
Water Heater Technical Support Agent - Tier 1 (Call Center)
Ashland City, TN
Full-time
Hybrid
Entry Level
2+ years expA.O. Smith Corporation is a global leader in innovative technologies and energy-efficient solutions for water heating and treatment products. They are seeking a Water Heater Technical Support Agent to provide technical assistance and customer service, primarily focusing on troubleshooting water heater issues and assisting customers with product information and warranty processes.
Consumer ElectronicsManufacturingWater Purification
Responsibilities
Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
Answering incoming calls and emails, as well as following up on previous issues with customers solving electric and gas water heater equipment issues
Documenting call, installation, and product information
Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems
Assist customers with understanding how to properly use AO Smith products and resolve problems that may arise
Use VRA (Video Remote Assistance) to verify whether the tank isn’t repairable and to justify the whole tank replacement
Handle requests for replacement part for manufacturer related issues in a timely and accurate manner
Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment
Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes
Makes warranty related decisions for water heating and related equipment approx. $1500
Provides specification information for callers considering purchase including size and related equipment information based on end user needs
Refers callers for purchasing as needed
Inputs product registrations
Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition
Perform other duties as assigned
Qualification
Required
One-year certification from college or technical school
High school diploma or GED in related field will be considered with equivalent field experience
2-4 years related experience; or equivalent combination of education and experience
Must be able to type a minimum of 40 words per minute
Demonstrated proficient verbal and written communication skills
Demonstrated troubleshooting and problem-solving skills
Software and hardware operation as well as keyboarding experience
Willing to work a 40-hour schedule within open hours of operation, 7:00am – 8:00pm Monday - Friday; rotational 8:00am – 6:00pm Saturday
Preferred
Prefer mechanically inclined individuals with previous plumbing or electrical experience
Prefer previous call center experience
Prefer experience working with Heat Pump applications in appliances
Benefits
Medical and dental insurance
Company-sponsored life insurance
Retirement security savings plan
Short- and long-term disability programs
Tuition assistance
Company
A. O. Smith Corporation
Celebrating its 150th year of business, A. O.
10001+ employees
H1B Sponsorship
A. O. Smith Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (6)
2023 (7)
2022 (5)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Melissa Scheppele
CIO SVP Information Technology
Peter Martineau
Senior Vice President - CIO
Company data provided by crunchbase