Customer Service Representative

Job Description

Job description

Are you looking for a change of pace? Do you want to build a career in a FUN industry with great pay and excellent benefits? Do you enjoy learning new things and helping people solve problems? Do you appreciate being rewarded for a job well done? Have you always wanted your own dedicated workspace? If so, then we want you to join our customer service team! We encourage candidates with backgrounds in HVAC customer service, call center operations, and hospitality roles such as baristas, bartenders, and servers to apply.

Pay range is $18.50 - $19.00 per hour plus 5% commission on eligible aftermarket sales which averages an additional $2.00 - $4.00 per hour. Top reps earn an average of $21-$22 per hour after commissions.

Customer Service Job Summary

The Olympic Hot Tub Customer Service Representative (CSR) supports customers (both internal and external) by processing or modifying orders, providing helpful information, answering questions, and responding to or escalating customer complaints across several communication channels and departments. The CSR is the front line of support, and they help ensure that customers are satisfied with products, services, and features. To do well in this role the CSR needs to be familiar with MS Office products including Outlook and Excel and must be able to remain calm and exhibit a high level of professionalism when customers are frustrated.

Don’t know anything about hot tubs? It’s OK, we’ll train you!

Summary of Responsibilities:

• Answer and promptly respond to a high volume of inbound calls, emails, and other communications.
• Communicate with customers through various channels including phone, email and mail.
• Open and maintain customer accounts by recording or updating account information.
• Keep and maintain records in customer files interactions, transactions, comments, and complaints.
• Process and/or schedule sales and service orders, including cancellations, payments, refunds, exchanges, and E-store support.
• Acknowledge and resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Guide customers through testing and adjusting water chemistry to ensure a safe environment for both the hot tub and the customer.
  
  

Summary of Required Skills & Abilities:

• Possess proven customer support experience
• Comfortable using computers.
• Strong phone contact handling skills and active listening
• Strong attention to detail & organizational skills
• Excellent communication and presentation skills
• Possess intermediate math skills for water care adjustments and inventory management
• Familiar with CRM systems and practices
• Customer centric and able to adapt/respond to different personality and communication types
• Able to read, write, and communicate effectively using English
• Able to maintain a positive, empathetic, and professional attitude toward customers always.
• High school diploma or equivalent.
  
  

Benefits include:

• Two weeks paid vacation (increases with tenure)
• Simple IRA Retirement Plan with 3% company match
• Paid training and certifications (when required)
• All tools and required materials provided
• 67% employee coverage for Medical (coverage increases with tenure)
• Dental, & Vision plans
• Employer paid Life Insurance
• Paid vacation time (increases with tenure)
• Paid sick time
• Eight paid holidays plus a floating anniversary day
• Referral program
• Employee discounts
• Employee Assistance Program
• Awards and recognition for a job well done
• Company events with vacation & cash giveaways