Customer Service Representative

About the company

Brio Water Technology, a Home Organizers, Inc. company, is a market leading water products brand that has helped millions stay hydrated through its unique and innovative product line. We offer full home water solutions designed to elevate the way people hydrate, combining sophisticated technology with modern, top tier design to deliver exceptional performance, customer satisfaction, and enhanced functionality.

Brio Water is a market-leading water product company that has helped millions stay hydrated through innovative, design forward solutions. We provide full home and commercial water systems that combine advanced technology with sleek, modern design. Our mission is to elevate the hydration experience while delivering exceptional service to every customer. 

As an employee, you'll receive competitive compensation and benefits that go beyond the basics. Enjoy on-site yoga and Pilates, an amazing Equinox gym in the courtyard, fresh local produce and food at the Tuesday Farmers Market, and artisan coffee from our signature Airstream coffee shop — all right on campus.

About the role

We’re looking for a Customer Service Representative who thrives in a fast-paced, high-volume call center environment and is passionate about delivering an exceptional customer experience. In this role, you’ll handle back-to-back inbound calls, helping customers troubleshoot products, complete setups, and resolve issues. You’ll also manage claims, replacements, and escalations, while identifying opportunities to educate and upsell customers on Brio products. This is a great opportunity for someone who is detail-oriented, coachable, and energetic, with strong communication skills and a desire for growth within the company. 

What you'll do

• Handle high volume inbound calls and provide timely, professional support 

• Assist customers with product setup, troubleshooting, and technical guidance 

• Process claims, replacements, and warranty related requests 

• Resolve customer concerns with a strong focus on customer satisfaction and retention 

• Accurately document interactions and updates in internal systems 

• Identify opportunities to upsell products or services (no commission, bonus incentives available) 

• Collaborate with internal teams to ensure smooth resolution of customer issues 

• Maintain a positive, solution-oriented attitude in a fast-paced environment 

Qualifications

• 1–2+ years of call center or high-volume customer service experience 

• Experience supporting e-commerce customers is a plus 

• Familiarity with ERP systems (Sage preferred) is a plus 

• Experience using Salesforce or similar CRM tools is a plus 

• Strong communication skills with a bubbly, personable, and professional demeanor 

• Ability to handle constructive feedback and continuously improve performance 

• Highly detail-oriented with strong organizational and follow-up skills 

• Comfortable multitasking and managing multiple priorities 

• Basic computer skills (