Xylem · 1 week ago
Sr. Customer Support Specialist
Jurupa Valley, CA
Full-time
Onsite
Senior Level
5+ years expXylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a Sr. Customer Support Specialist, you will be responsible for responding to customer inquiries, troubleshooting technical issues, and ensuring high levels of customer satisfaction.
Professional ServicesSporting GoodsTravel
Responsibilities
Respond to customer inquiries and concerns via phone, email, or chat
Provide timely and accurate information to customers
Follow up with customers to ensure their issues have been resolved
Maintain a positive and professional demeanor while interacting with customers
Escalate complex issues to the appropriate department or supervisor
Keep detailed records of customer interactions and transactions
Troubleshoot technical issues and provide solutions to customers
Assist customers with setting up and using products or services
Collaborate with the technical team to resolve complex technical issues
Provide instructions and guidance to customers on how to troubleshoot common technical problems
Stay updated on product or service updates and changes to effectively assist customers
Ensure customer satisfaction by addressing and resolving issues in a timely and effective manner
Proactively reach out to customers to gather feedback and improve customer experience
Identify and report recurring customer issues to improve overall product or service quality
Maintain a high level of customer service and professionalism at all times
Strive to exceed customer expectations and ensure a positive customer experience
Maintain a thorough understanding of company products or services
Continuously update knowledge on new products or features
Educate customers on product or service features and benefits
Provide recommendations to customers based on their needs and preferences
Collaborate with the sales team to promote and upsell products or services to customers
Work collaboratively with other customer support specialists to ensure consistent and efficient customer service
Share knowledge and best practices with team members to improve overall performance
Participate in team meetings to discuss customer feedback and ways to improve customer satisfaction
Support and assist team members during busy periods or challenging customer interactions
Complete administrative tasks, such as data entry and documentation, accurately and in a timely manner
Maintain customer databases and update customer information as needed
Generate reports to track and analyze customer service metrics
Assist with training new customer support specialists on processes and procedures
Adhere to company policies and procedures at all times
Strategic Vision and Foresight: Senior professionals should have the ability to develop and communicate a clear vision for the future, anticipate trends, and prepare the organization to adapt to changes. This involves understanding the broader industry context and aligning team efforts with long-term objectives
Mentorship and Talent Development: They should actively mentor junior colleagues, helping to shape the next generation of leaders. This includes sharing knowledge, providing guidance, and supporting career development opportunities for their teams
Influential Leadership: Senior professionals must be able to influence and inspire others, both within and outside the organization. This requires strong communication skills, credibility, and the ability to build and maintain relationships with key stakeholders
Qualification
Required
Bachelor's in Marketing, Communications, or related field with at least 5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts
Expertise in In-depth knowledge of a specific product, service, or support area
Strong mentoring and coaching skills to guide and develop junior analysts
Proven ability to influence and drive change across various levels of the organization
Experience with SAP HANA 4
Exceptional communication skills, both verbal and written, to effectively convey complex information to stakeholders
Solid project management skills, including the ability to manage multiple projects simultaneously and meet deadlines
Benefits
Paid Volunteer Program
Xylem Watermark
Inclusion and belonging
Employee Resource Groups (ERG)
Company
Xylem
Xylem is the global leader in advanced technologies, solutions and services that address the world’s biggest water challenges.
10001+ employees
H1B Sponsorship
Xylem 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 (33)
2024 (8)
2021 (5)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Bill Grogan
Senior Vice President and Chief Financial Officer
Matt Latino
VP, Finance and Segment CFO Americas, Applied Water Systems and Measurement & Control Solutions
Recent News
globallegalchronicle.com
2025-10-07
2025-10-03
2025-10-02
Company data provided by crunchbase