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Full-time
Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Paid Vacation, Paid Holidays
Posted 36d ago
~40 hrs/week
Responsibilities
The specialist acts as the primary liaison for escalated customer concerns to ensure timely and satisfactory resolutions. They coordinate between customers, local offices, and the service department to manage the customer journey and resolve post-installation issues.
Requirements
Candidates must have at least three years of experience handling highly escalated customer service issues. Proficiency in using multiple software applications simultaneously and strong communication skills across all employee levels are required.
Full job description
Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 13 successful locations launched nationwide in under 5 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.
Jacuzzi Bath Remodel is currently hiring a Customer Care Specialist
Customer Care Specialist is a highly proactive individual who is responsible for escalated customers' concerns. Customer experience is their number one priority. Acting as the customer's primary point of contact, they are the liaison between the customer and the company for problem resolution. This individual should be warm, professional, and responsive. They should foster an environment of collaboration and swift action.
DUTIES/RESPONSIBILITIES
Assist with overflow of welcome calls and general incoming/outbound calls in the main customer care queue
Partner with the local office to resolve escalated customer issues
Owning complex customer complaints and seeing them through to a timely, satisfactory resolution
Coordinate with the service department for post install issues to ensure a timely resolution
Assisting local teams, both production and sales to ensure customers’ projects are progressed through the customer’s journey, timely
Addresses customer needs via multiple channels (email, chat, and phone)
Maintain up to date knowledge of market specific information and timelines
Resolve customer concerns calmly, effectively and efficiently
Cross functional collaboration by communicating customer specific needs to internal teams to guarantee timely resolution
Other duties as assigned
HOURS
Monday- Friday (7:00am - 3:30pm)
The compensation for this position is $24.00 per hour, with opportunities for advancement within the company.
Three years of customer service experience with highly escalated customers
Experience using multiple software applications at once to complete a task
Able to effectively relate and communicate with all levels of employees and clients.
Shows a passion for excellence and procuring an amazing customer experience
Must be dependable - must demonstrate thorough follow-up and responsiveness
Inspiring joy and wellbeing through innovative wellness products.
Industry
Manufacturing
Company size
1,001-5,000 employees
Headquarters
Chino, CA
LinkedIn followers
91,655
Jacuzzi Group is a leading global manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. More than four thousand global employees work across a portfolio of brands, including Jacuzzi, Sundance Spas, Hydropool Swim Spas and Hot Tubs, Dimension One Spas, ThermoSpas, Dream Maker, Sun & Soul, Sunrise Spas, Vortex Spas, and more.
With manufacturing and warehouse operations in the United States, Canada, Mexico, Italy, the United Kingdom, France, Brazil, Chile, and Australia, we have more than 65 years of experience delivering innovative wellness products to consumers across our many brands. Our products are available globally, with our primary customers being specialty, big-box, and internet retailers, including The Home Depot, Ferguson, Costco, and Build.com. We also sell directly to consumers, builders, plumbers, and installation service providers through our network of thousands of independent authorized dealers.
Offices: 14525 Monte Vista Avenue, Chino, CA 91710, US · 512 Highland Drive, Valdosta, GA 31601, US · PO Box 155 Woodlands; Roydsdale Way, Euroway Trading Estate, Bradford,, W. Yorkshire BD4 6SJ, GB · Queensland, AU · Victoria, AU