Service Renewal Coordinator (Mexico)

About Us: 

At FloWater, we believe everyone deserves access to clean drinking water they can trust and love. So we set out to restore America’s drinking water and bring people back to the tap.

 

Since 2013, we have been transforming the way the world drinks water by turning ordinary tap into great tasting, purified, mineral enhanced water and delivering epic hydration experiences through our Refill Stations. Today, more than 12,000 Refill Stations across the United States hydrate millions of people every year inside some of the world’s biggest and coolest brands in fitness, hospitality, education, and beyond. We are not just another water company. We are building the most loved water brand in the country and redefining what people expect from drinking water.

 

We scale fast. We think big. We care deeply about taste, trust, and experience, and we hold a high bar for ourselves and each other. If you want to help rebuild trust in drinking water, work with iconic brands, and be part of a team that moves quickly and builds boldly, you are in the right place.

 

FloWater is committed to building an inclusive workplace where everyone feels respected, supported, and empowered to do their best work. FloWater provides equal employment opportunities to all employees and applicants and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, pregnancy, veteran status, genetic information, disability, or any other protected status.

 

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.

 

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

Applications and resumes must be submitted in English, as this role requires strong written and verbal English communication skills.

 

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.