Service Renewal Coordinator

About Us: FloWater, recognized by INC. Magazine as one of America’s fastest-growing companies, has been redefining the future of drinking water since its founding over 10-years ago. We do this by transforming ordinary tap water into ultra-purified, great-tasting premium drinking water that consumers love and trust. After nearly a decade of terrific growth and several years of working with Bluewater as its strategic investor, in 2022 FloWater merged with Bluewater, a global leader in drinking water based out of Stockholm, and is now part of a worldwide movement and platform of water purification solutions that will someday completely reinvent the water industry. 

FloWater is in the process of being integrated as a division of Bluewater Group (specifically Bluewater North America). During this transition process, you will see links and email addresses from both Bluewater and FloWater.

Mission & Outcomes: The Field Install and Service Technician will complete installs, service Refill Stations, and conduct filter changes efficiently and correctly to create a brilliant customer experience. Strong professional customer service interaction is critical as this role interacts with many customers on a daily basis.

Great Candidates: You bring 1–3 years of experience in customer support, service coordination, or operational roles within a fast-paced, high-volume environment.  You’re highly organized, detail-oriented, and comfortable owning an end-to-end process with strong follow-through and accountability.  You communicate confidently with U.S.-based customers via phone and email, handle objections professionally, and deliver excellent customer service.  You collaborate well cross-functionally and use data and systems to track progress, maintain accurate records, and drive results.

Responsibilities and Role:

• Own the end-to-end execution of FloWater’s annual filter change program across 10,000+ US-based customers
• Act as the single point of accountability for customers past due or approaching their 12-month service window
• Maintain a rolling view of upcoming, due, and overdue filter changes
• Proactively contact customers via phone, email, and internal tools to schedule required filter changes
• Perform persistent follow-up until service is completed or a clear outcome is achieved
• Research and identify updated contacts (Google research) when primary contacts are unresponsive or no longer at the company. Update database with current contacts and remove old contacts
• Coordinate internally with Service, Scheduling, and Account Management teams to ensure execution
• Maintain accurate CRM and service records (contacts, outreach attempts, status, outcomes)
• Track conversion metrics: backlog size, outreach effectiveness, completion rates, average past due, etc
• Surface recurring issues, objections, or process gaps to leadership
• Identify opportunities to improve outreach cadence, messaging, and escalation paths

Candidate Competencies: 

• 1–3 years of experience in customer support, service coordination, or operational roles
• High school diploma or equivalent; bachelors preferred.
• Proficiency in MS Office, GMAIL,(Zendesk, NetSuiteare a plus)
• Customer Support background; handling escalations, aggressive response times
• Comfort level speaking to US-based customers
• Excellent communication skills (written and verbal) in English
• Must be able to travel to U.S. on occasion

Compensation: This is a contractor position, with compensation ranging from $1,600 to $1,800 per month depending on experience. The role includes a $150/month healthcare stipend, 12 days of paid time off annually, and all U.S. holidays observed by onshore FloWater employees.

Our Commitment: FloWater believes we can perform at our best when we are able to be our authentic selves. We strive to create a culture that celebrates our differences and supports diversity, creating an equitable and inclusive workplace for all. FloWater does not discriminate and provides equal employment opportunities to all employees and applicants regardless of race, religion, color, national origin, gender, sexual orientation, gender orientation/expression, age, marital status, pregnancy, veteran status, genetic information, or disability.