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 associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day. The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.
The Role:
As a Waterworks Technical Support Advisor, you will be the knowledge expert around our plumbing products and accessories, providing support to clients, sales associates, vendors and installers in a contact center environment and working with all channels of business. You will manage and facilitate product support ticketing and call queue systems to help ensure excellent service levels for all inquiries. Over time, you will be the on-site technical expert for pre, present and post installation support.
You will act as the Waterworks service ambassador, providing a luxury brand service experience, building and maintaining relationships with Contractors, Plumbers and Installers.
This role can be based remotely in the Southeast region, or hybrid out of our Global Headquarters in Danbury, CT.
Responsibilities
Act as the first point of phone contact on a phone queue for technical support inquires for plumbing and all other Waterworks product offerings
Use incident management system to capture and track client contact, product, order, and issue information
Research warranty statuses, place orders, and collect payment appropriately
Assist in documenting issues, quality trends, and history spreadsheets
Assist in the management and creation of installation guidelines and care and maintenance protocols
Initiate and manage product return process where appropriate
Data collection and audit of existing product information
Work with Product Development & Engineering teams on product design feedback as necessary
Anticipate challenges of managing special projects to provide proactive support as needed
Provide onsite proactive support in the installation of Waterworks product, documenting site visit reports upon completion
Escalation point for pre, present and post installation for designated special projects
Partner with sales, quality control, and product development in the resolution of installation and product quality issues
Identify and develop relationships with proposed preferred plumbers
Other projects and tasks as assigned
Requirements
5 years’ experience hand-on plumbing sales or installation
Sales, customer service and/or administrative support experience
Solid knowledge of advanced plumbing concepts/principles, functionality, and installations
Ability to work in a fast paced environment and be able to manage multiple priorities
Excellent communication skills, both verbal and written within luxury brand guidelines
Superior customer service skills
Familiarity with technical drawings and installations guidelines
Excellent computer proficiency including MS Office (Word, Excel, PowerPoint)
Able to understand and learn new technologies quickly
High end residential installation experience preferred
Require travel up to 40% to corporate office/job sites
Our Values
Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.
Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.
Own It: Be responsible for your results. Empower yourself and others to step forward and lead.
Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.
Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.
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. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.
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.
