Reports To: Customer Service Manager

Job Type: Full time, salaried

ABOUT SMARTCOVER™

SmartCover™, is an award-winning technology company that designs, delivers and supports a line of innovative monitoring and analysis solutions to help our customers in the water, wastewater and utilities industries. SmartCover™ is committed to safeguarding public health, protecting the environment and improving quality of life in communities across North America. Since 2005, the company has prevented thousands of sewer spills and saved millions of dollars for utilities. Headquartered in San Diego, CA with additional offices across the U.S., SmartCover™ is on an accelerated growth path with private equity firm XPV Water Partners. To learn more visit smartcoversystems.com.

CORE VALUES

• Make it SIMPLE & EASY for our customers
• People first: PROACTIVE & EMPOWERED
• HONESTY, HUMILITY & INTEGRITY in everything we do
• REPUTATION above all
• Committed to CONTINOUS IMPROVEMENT

SUMMARY

Responsible for monitoring, maintaining, and troubleshooting SmartCover™ products for assigned customer’s installed bases. Provides Customer Relationship Management to create and maintain a strong customer loyalty and continuously improve customer satisfaction. Builds trust and maintains open communication with all customer(s). Manages accounts towards meeting and exceeding defined internal metrics. Works independently on assigned accounts and with all customers while following company policy and culture protocols. Adapts to rapidly changing priorities and consistently works within a balance between maximum efficiency without sacrificing quality of work.

RESPONSIBILITIES AND DUTIES

• General Customer Service including field service, telephone, chat and email support.
• Day to day Self-management, including time, efficiency, and multitasking.
• Analysis, Troubleshooting/repair and account management to support all SmartCover™ products.
• Case management for all services managed with demonstrated accuracy and thoroughness.
• Data collection and analysis to drive product and process improvements for all SmartCover™ products.
• Customer training of all SmartCover™ products.
• Scheduling field service in response to customer requirements.
• Building strong team relationships with customers, co-workers, and sales channel.
• Innovation in the area of customer centered services and solutions.
• Inventory management. Return Material Authorization facilitation.
• Work in compliance with all health and safety and environmental legislation including, but not limited to, the Occupational Health and Safety Act and Regulations and SmartCover™ Policies, Procedures and Code of Conduct.

Skills Required:

• Basic trouble shooting and problem-solving.
• Mathematical skills to interpret and utilize quantitative information.
• Ability to analyze data, apply intuition and experience to complement data, and ultimately present sound logical conclusions.
• Demonstrate professionalism and good judgment in a rapidly changing, intense, and fast paced team environment.
• Multi-task and coordinate multiple and often conflicting priorities.
• Maintain an outgoing, positive, friendly, and customer-focused attitude.
• Coachable, detail oriented, and conscientious.
• Effective written and verbal communication skills.
• Effective listening and inquiry skills to ensure understanding of incoming communication.
• Proficiency in all office software applications. Salesforce, Putty, and SQL are a plus.

Education/Experience:

• Minimum 2 years in a Customer Service Role.
• Associate Degree or equivalent experience. Bachelor’s Degree a plus.
• Experience self-managing day to day duties.
• Account Management and/or Technical Support experience preferred.
• Troubleshooting background is a plus.