Customer Service Representative I

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Our mission is protecting the world's water. We work every day to support the sustainability of our most precious resource, so our people know what they're doing matters. Most importantly, you'll work with supportive teammates who have a strong work ethic and are committed to doing the right thing.

Join our team and do work that matters. Visit to learn more or check out the official job description (below).

GENERAL POSITION SMMARY:

This is an entry-level position that exists to support Orenco's customers; the Customer Service Representative I attracts or retains customers by answering product and service questions, suggesting information about Orenco products and services, and documenting customer feedback on products and services. The Customer Service Representative I provides technical support, processes orders, prepares correspondence and fulfills customer needs to ensure customer satisfaction.

ESSENTIAL FUNCTIONS & KRA:

Safety

• Conducts all work in a safe manner and promotes safe work practices to all associates and clients.

Selling

• Increases sales and improves the overall customer experience by providing value-add product recommendations.
• Educates external stakeholders.
• Learns and demonstrates effective use of Integrity Selling.
• Grows our contact database of key external stakeholders to ensure they are receiving regular communication from Orenco.

Leading

• Demonstrates leadership within the sales department and within the organization daily.
• Participates in all meetings and contributes ideas and opinions.
• Improves methods for internal and customer-facing processes.
• Volunteers and participates in team, department, and organizational initiatives.
• Coordinates with various departments within Orenco as necessary regarding team initiatives and objectives.
• Sets and strives to complete annual personal development goals.

Customer Service Support

• Stays logged into the customer service ACD (Automatic Call Distributor) loop and takes all incoming phone calls.
• Assists customers in determining their needs and offering appropriate solutions related to Orenco wastewater equipment.
• Troubleshoots and assists end users in resolving problems involving system installation, repair, and maintenance.
• Assists other team members within the Customer Service department with overflow calls, handling of purchase orders, web inquiries, and any other necessary backup support.
• Provides order status and shipment information to customers.

Reporting

• Thoroughly documents all tasks and customer interactions in CRM (Customer Relations Management).
• Inputs, updates, and ensures accuracy of customer contact information in CRM.

Other Essential Job Functions

• Becomes familiar with all Orenco-related products and technologies.
• Becomes familiar with state and local regulatory rules.
• Will occasionally perform additional duties of the customer service team, systems engineering team, the regional sales team and asset management.
• Performs other duties as assigned.

EDUCATION:

A high school diploma is required. A 2-year degree in a technical course of study and/or completion of college level coursework in biological sciences and math is a plus.

KNOWLEDGE/SKILLS/EXPERIENCE:

• Previous customer service or sales experience a plus.
• Ability to learn quickly and combine skills and knowledge to analyze and solve problems.
• Above average organizational skills are required.
• Ability to communicate in a professional, courteous, customer service-oriented manner.
• Exceptional verbal and written communication skills are required.
• Ability to successfully interact with individuals from diverse backgrounds and extreme variations in educational levels.
• Above average mathematics and algebra skills are required. College level algebra skills are preferred.
• Competent ability with applications such as word-processing, spreadsheets, and email.
• Ability to be flexible and change priorities with little notice.
• Work to be done during manufacturing business hours, which may include an occasional early and/or later shift as needed. Occasional overtime may be required.
• Regular, consistent, & predictable attendance is required.
• Must have satisfactory driving record, maintain valid drivers license, and current insurance on personal vehicle if used for business. Must meet company insurability requirements.
• Performs other duties as assigned.

TOOLS & EQUIPMENT:

• Phone
• Computer
• General Office Equipment
• Vehicle

WORKING CONDITIONS:

Office environment.

PHYSICAL REQUIREMENTS:

Seeing, speaking, hearing, reading, writing, keyboarding, prolonged periods of sitting including extended time viewing a computer screen. Intermittent physical activity including standing, walking, climbing stairs, reaching, pushing, pulling, bending, stooping, and occasional light lifting of under 20 lb. Occasional operation of a motor vehicle.