Customer Service Representative at HEIMPLANET · Houston

Customer Service Representative

Location: Houston, Texas (Operations) · Hybrid

Xylem 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 leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Core Responsibilities & Tasks

• Respond promptly to customer inquiries across channels with professional service that supports retention.
• Handle inbound/outbound calls for internal and external customers; document interactions and required follow-up.
• Partner with internal teams (e.g., Sales, Operations, Support roles, and other divisions) to resolve issues and complete requests.
• Follow SOPs/standard work; perform tasks in alignment with SLAs, defined metrics, and documentation standards.
• Process customer payments per process; provide proof of payment and invoices; support billing inquiries as directed.
• Generate customer service reports (e.g., via Rental Results, 8x8, SAP) as requested and maintain contact lists per leader cadence.

1. Business & Operational Acumen

Understands and executes core support processes with accuracy, efficiency, and awareness of downstream impacts.

• Manage high-volume inbound/outbound calls; verify information, identify needs, and provide accurate guidance aligned to SLAs and performance metrics.
• Resolve routine issues at first contact; route/escalate complex requests per procedures and queue/routing guidelines.
• Document actions and outcomes in required systems to enable clear handoffs, follow-up, and visibility; meet documentation and quality standards.
• Complete customer interactions and transactions accurately and on time; follow controls/standard work to reduce rework and cycle time.
• Support assigned transactions and administrative tasks (e.g., payments, invoices/proof of payment, service reports) without impacting primary phone support, SLAs, or performance metrics.

2. Compliance & Risk Management

Follows applicable policies and standard procedures (including privacy, information security, and records retention). Escalates questions, exceptions, or suspected issues promptly.

• Follow policies, internal controls, and standard procedures when handling customer requests and transactions.
• Maintain required documentation and system notes.
• Protect confidential information; complete required training; escalate privacy/security concerns through the proper channels.

Delivers a consistent, professional customer experience aligned to Fortune 500 standards, using active listening, clear communication, and effective problem resolution.

• Serve as a primary customer contact via phone (and other channels as needed); identify needs and provide timely, accurate support.
• Represent the company with Fortune 500 professionalism and discretion; de-escalate when needed and set clear next steps and timelines.
• Maintain consistent standards that reflect the company brand and values.
• Meet customer experience targets by resolving at first contact when possible and completing follow-ups within SLAs; communicate status proactively.
• Balance multiple priorities while maintaining quality, responsiveness, and customer satisfaction.

4. Collaboration & Cross-Functional Partnership

Collaborates to resolve customer needs quickly using effective handoffs, warm transfers, and clear escalation paths, while communicating with customers and internal partners with Fortune 500 professionalism.

• Use standard escalation paths and warm transfers to route requests to the right team; provide a clear summary, customer impact, and required next steps.
• Set expectations with customers on timing and ownership; coordinate callbacks/follow-ups and confirm closure.
• Maintain clear, timely documentation so downstream teams can act without rework.
• Partner with internal teams as needed (e.g., Operations, Sales, Support teams, and other divisions) to resolve inquiries.

5. Execution & Accountability

Demonstrates ownership, reliability, and follow-through on commitments.

• Manage multiple priorities in a fast-changing environment.
• Own assigned cases/requests and follow-ups; provide timely updates through closure.
• Use critical thinking to resolve inquiries efficiently.
• Deliver accurate work with strong attention to detail.
• Meet or exceed SLAs and performance metrics (e.g., responsiveness, quality, documentation, schedule adherence); participate in coaching to close gaps.
• Maintain reliable attendance; plan time off in advance per policy/coverage needs; notify promptly for unplanned absences.

6. Professional Effectiveness & Growth Mindset

Demonstrates adaptability, strong communication, and continuous improvement.

• Work independently; take initiative; follow through with minimal supervision.
• Learn quickly and adapt to new tools, processes, and change.
• Complete required onboarding/training and participate in coaching to improve quality, efficiency, and customer outcomes.
• Communicate clearly in writing and verbally with customers and internal partners.
• Identify opportunities to improve processes and reduce friction for customers and teams.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated. Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.

Join the global Xylem team today! Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position. Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship. Xylem reserves the right to modify this job description or assign other duties to this position as needed.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.