Waterworks

Client Services Representative

• Lead, coach, and develop a team of Client Support Specialists within the assigned region
• Monitor showroom volume and incoming requests, balance workloads, and provide hands-on support
• Ensure adherence to company guidelines, values, service standards, and email response-time requirements
• Lead onboarding and ongoing training on systems, product knowledge, and service expectations
• Serve as the primary escalation point for regional client support issues
• Ensure consistent execution of team workflows, productivity standards, and performance expectations
• Support Sales Consultants with administrative sales activities, including order and quote support
• Oversee Client Support Specialist order management activities
• Resolve complex service issues, freight challenges, and product damages
• Manage and prioritize the Client Support ticket backlog with Technical Support
• Oversee collection of Paid-in-Full orders under $15K, deposits, and balance payments
• Ensure proper processing of Technical Support tickets, RMA requests, Credit Memos, and Fund Transfers
• Partner with freight carriers and the warehouse to track shipments and resolve delivery or transit issues
• Manage Requested Delivery Dates, follow-ups, and accurate order notes
• Authorize freight adjustments or overrides according to guidelines
• Ensure client and internal emails are answered within 24 hours
• Oversee new and open orders to ensure delivery within established lead times
• Communicate order status to meet or exceed client expectations
• Complete and review the Daily Action Report and follow-up activities
• Collaborate with Sales Consultants, Client Services, and Technical Support to resolve client issues
• Support San Francisco and Scottsdale showrooms with occasional travel to Scottsdale
• Deliver a high-end, luxury service experience for clients

Supervisor, Client Support