Job Details
We're Watts. Together, we're reimagining the future of water.
We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we supportit's to provide safe, clean water for the world, and to protect our planet's most valuable resource.
What we do:
For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation - and we have a dynamic future ahead.
As a member of the National Accounts Team, the Call Center Dispatcher will work directly with National Account Customers and our National network of trained PVI service contractors to assist sites that are experiencing 0in hot water delivery. These locations are generally considered hot water critical applications and therefore require quick response times, first call resolution, and frequent communication and updates for all parties involved.
You Will:
- Be the primary contact and facilitate solutions for National Account customers and contractor partners regarding service/repair and maintenance issues
- Receive and prioritize work orders, customer requests, and issues based on urgency
- Coordinate the scheduling of service contractors, monitor technician locations and job progress in real-time, and provide updates to customers on estimated arrival times and work status
- Collaborate with our teams and external partners to ensure prompt and efficient response to emergency situations, minimizing downtime and disruptions to customer operations
- Maintain job notes/communications with customers, contractors, and internal team members to provide updates on job status, address any concerns or issues, and ensure transparency throughout the job from start to finish
- Fulfill parts orders for contractors and address any specific job needs
- Ensure that all work meets quality standards and client specifications
- Assess situations, troubleshoot problems, make decisions, and adapt to changing circumstances
You Have: - High School diploma or equivalent required (College degree preferred)
- Minimum 3 to 5 years of experience in a customer service role which may include call center and/or dispatching is required
- Computer proficiency in MS Office
- Experience interpreting and responding to customer questions and requests in English, with basic Spanish language skills a plus
Given the dynamic nature of the position's work schedule, work hours may include evenings, weekends, and holidays to fulfill our requirements.
Watts in it for you:
- Competitive compensation based on your skills, qualifications and experience
- Comprehensive medical and dental coverage, retirement benefits
- Family building benefits, including paid maternity/paternity leave
- 10 paid holidays and Paid Time Off
- Continued professional development opportunities and educational reimbursement
- Additional perks such as fitness reimbursements and employee discount programs
- Learn more about our benefit offerings here:
How we work: At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.
And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.
Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.