W A T E R W O R K S

Designer: Di Biase Filkoff Architects
Photographer: ChiChi Ubina

Inspiring Great People and Great Design

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 employees with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, generous time off and 401k retirement savings plan.

The Role

The Client Service Associate delivers and elevates the Contact Center Client Service experience in alignment with Waterworks’ Service Excellence business objectives and standards within established company guidelines and procedures. The Client Service Associate is in daily pursuit to simplify and elevate the Client Service experience in every interaction.

Primary Responsibilities:

• Provide superior service in a fast-paced Contact Center environment by taking ownership and accountability of assigned support inquiries.
  • Effectively manage client expectations and adapt to various inquiry scenarios, in an omnichannel environment (phone, ticket, email, chat queues, etc.), to meet / exceed Client Service Associate standards 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 “Three Steps of Service” to actively listen / read to understand the client’s inquiry, then ask appropriate qualifying questions, identify corrective actions, and resolve inquiries within established SLAs in a professional manner.
  • Strive to provide first contact resolution services to our clients.
  • Take ownership of order entry, processing, payment, and delivery expectations for orders.
  • Utilize knowledge base and product training to accurately answer client inquiries.
  • 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.
  • Actively participate in supporting and strengthening our team environment.
  • Contribute to the team environment 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.

Required Skills

About You

• BA/BS degree or equivalent experience
• 1-2 years of customer service experience, preferably in a luxury retail environment
• 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 problem solving and follow-up skills
• Strong troubleshooting and conflict resolution skills
• Excellent knowledge of Microsoft Office Suite

*This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Waterworks. Since no position description can detail all the duties and responsibilities that may be required from time to time in performance of a job and/or the duties and responsibilities that may be inherent in a position and reasonably required for its performance, or those required due to the changing nature of the job shall all be considered part of the job holder’s responsibility.

We provide a generous PTO program and observe 8 federal holidays throughout the calendar year as well as 1 floating holiday that associates use at their discretion. 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. 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.

Required Experience

About You

• BA/BS degree or equivalent experience
• 1-2 years of customer service experience, preferably in a luxury retail environment
• 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 problem solving and follow-up skills
• Strong troubleshooting and conflict resolution skills
• Excellent knowledge of Microsoft Office Suite

*This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Waterworks. Since no position description can detail all the duties and responsibilities that may be required from time to time in performance of a job and/or the duties and responsibilities that may be inherent in a position and reasonably required for its performance, or those required due to the changing nature of the job shall all be considered part of the job holder’s responsibility.

We provide a generous PTO program and observe 8 federal holidays throughout the calendar year as well as 1 floating holiday that associates use at their discretion. 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. 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.