Lead Customer Service Representative

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 responsibility & Tasks

• Handle inbound/outbound customer contacts across channels, delivering timely, accurate, professional support and modeling best practices for the team.
• Document interactions, follow-up, and outcomes in designated systems; ensure clear handoffs/closure and support standard billing, payment, invoice, and routine reporting requests per process (e.g., Rental Results, 8x8, or SAP).
• Coordinate with internal partners (e.g., Sales, Operations, Support Teams, other Divisions) to resolve issues; manage escalations and follow-through to support end-to-end resolution.
• Follow SOPs/standard work; reinforce consistent adherence to SLAs, KPIs, and quality expectations, and communicate trends/risks to the manager.

1. Business & Operational Acumen

Understands and supports core contact center processes with accuracy, efficiency, and KPI discipline; acts as a lead resource to reinforce operational consistency.

• Manage high-volume customer contacts, verify information, identify needs, and provide accurate support aligned to SLAs and contact center performance metrics.
• Resolve routine issues at first contact when possible; route/escalate complex requests per documented procedures and queue/routing guidelines.
• Maintain daily awareness of workload and KPIs; raise trends/risks/coverage needs to the manager and document actions/outcomes timely to support visibility, compliance, and reduced rework.

2. Compliance & Risk Management

Follows applicable policies and guidelines (privacy, information security, records retention) and escalates questions or potential issues through appropriate channels.

• Follow established policies, SOPs, and internal controls when handling customer requests, documentation, and transactions; complete required compliance training.
• Protect confidential information and escalate suspected issues or questions (e.g., privacy, security, policy exceptions) through appropriate channels.

3. Customer Focus & Relationship Support

Serves as a front-line customer experience representative and often the first point of interaction, using active listening, clear communication, and professionalism to support retention.

• Serve as a direct point of contact for customers primarily via phone (and other channels as needed); identify needs and provide timely support.
• Use de-escalation techniques, set clear expectations on next steps/timelines, and proactively communicate status and outcomes.
• Meet customer experience targets by resolving at first contact when possible and completing follow-up within established SLAs with accuracy and discretion.

4. Collaboration & Cross‑Functional Partnership

Collaborates across teams to resolve issues and deliver a seamless customer experience by coordinating information flow, escalations, and follow-up in line with established processes.

• Coordinate with internal business partners using established channels (e.g., ticketing/queues/email) by providing complete context, required documentation, and clear problem statements to enable timely resolution.
• Execute warm handoffs and appropriate escalations for non-routine issues; set expectations with customers and internal partners on next steps and timelines.
• Track open items and follow-ups to closure; communicate status, blockers, and patterns to the manager and team to support consistent execution.

5. Execution & Accountability

Demonstrates dependability, ownership, and follow-through in meeting commitments; leads by example and supports reinforcement of team accountability to SLAs and performance expectations.

• Manage multiple priorities with strong organization, accuracy, and attention to detail while meeting SLAs and performance metrics.
• Own assigned cases/requests end-to-end, ensuring timely updates, follow-through, and closure.
• Maintain reliable attendance and follow time-off and notification procedures to support team coverage.

6. Professional Effectiveness & Growth Mindset

Demonstrates lead individual contributor effectiveness through adaptability, strong communication, and a continuous impr