• Handling escalated member concerns while also providing Help Desk support • Researching, responding, and providing a resolution to member inquiries • Provide support for the customer service team through the manning and operation of the Help Desk • Serving as a resource and assisting the team of Customer Service Representatives with questions related to escalated or technical issues • Partnering with the Customer Service Manager to identify training opportunities • Identifying trends in escalations and preparing data used to identify root cause analysis

• Services and repairs a variety of company products and systems at customer locations usually within a specific geographic area. • Achieves expected productivity levels associated with assigned workload and level of experience. • Manages territory, inventory, and customer relationships. • Demonstrates excellent technical and customer relation skills. • Actively drives revenue generating opportunities through supply leads, contract sales, and equipment and print assessment leads. • Completes technical training on new equipment as assigned. • Interacts with external customers to determine service needs on equipment and ensures overall high level of customer satisfaction with the service performed. • Provides technical assistance to less experienced technicians. • Responsible for maintaining a "car stock" inventory.

• Actively listen and be an advocate for customers • Resolve customer inquiries and issues efficiently while documenting all interactions • Educate customers about available resources and assist them in navigating their options • Anticipate customer needs and provide proactive solutions • Collaborate with team members to address service issues and improve outcomes • Document all customer correspondence and maintain confidential records • Follow policies, procedures, and the CVS/Aetna Code of Conduct

• Respond to Customer Inquiries: Handle incoming calls and email requests from customers regarding water filtration products, services, and water quality concerns. • Provide Product Information: Offer detailed information on product specifications, features, benefits, and maintenance guidelines to help customers make informed purchasing decisions. • Order Processing: Manage orders, track shipments, and coordinate returns or exchanges when necessary. • Customer Education: Educate customers on the importance of water quality, filtration options, and regular system maintenance to enhance product performance and longevity. • Resolve Complaints: Address customer complaints in a professional and timely manner, escalating complex issues to the appropriate departments when needed. • Maintain Records: Accurately document customer interactions, service requests, and technical issues in the CRM system for future reference and follow-up. • Collaborate with Teams: Work closely with sales, technical support, and operations teams to ensure seamless customer experiences and the timely resolution of any product or service-related issues.