Description
Join the recognized industry leader for hot tub and wellness needs in Ontario! Opportunity: Service Support Specialist
Burlington, ON, based out of our Head Office
Job Type : Permanent Full time [ 5 days per week]
About Wellness Shop @ Jacuzzi Ontario:
We are an established company providing a world-class customer experience to each and every customer. We sell Jacuzzi Brand and Private Label Hot Tubs, Clearlight Infrared Saunas, Cold Plunge Ice Baths, Gazebos, Massage Chairs and All-Season Pools.
We are seeking a dynamic Service Support Specialist to take ownership of cases from the customer support inbound queue and successfully complete outbound calls related to warranty expirations or special projects. Reporting to the Service Manager, the Service Support Specialist will follow up with customers to ensure concerns are resolved while providing technical knowledge as it relates to water care and equipment parts.
Experience in call centres, service operations in the in-home service, construction, maintenance or appliance repair industries.
Prior experience in a dispatching role is considered an asset.
Technical aptitude, natural curiosity about appliances/hot tub equipment and parts
Previous experience using call centre tools or CRM systems such as Salesforce and customer satisfaction using NPS.
Proven problem solving and customer de-escalation skills, confidence in supporting all types of customer concerns.
Able to collaborate effectively with executive management, staff, and customers.
Respond to incoming customer queries for water care and support questions in real-time from various channels such as video chat, SMS, online chat, Facebook messenger, e-mail
Document all communication with clients in Salesforce via case comments & chatter notes
Answer inbound calls from our support phone queue, identify customers’ needs and work towards providing a solution. The phone line is open 11 AM – 5 PM Daily.
Review all online community bookings & cases which can be handled virtually
Conduct virtual spa schools & support lessons with clients to assist them in a world-class ownership experience, via phone or zoom.
Attend and participate in required team meetings such as service team meetings, huddles with technicians etc.
Develop online resources and expand the knowledge library, enabling clients and internal team members towards self-sufficiency with specific support requests.
Stay current with the newest releases of products, parts and technical bulletins from our manufactures
Annual performance bonus
