Job Description

Join the recognized industry leader for hot tub and wellness needs in Ontario!

Opportunity: Service Support Specialist

Location: 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. Recognized as the industry leader in Ontario for all hot tub and wellness needs. We sell Jacuzzi Brand and Private Label Hot Tubs, Clearlight Infrared Saunas, Cold Plunge Ice Baths, Gazebos, Massage Chairs and All-Season Pools.

A career with us is unlike any other. You'll become part of a family that inspires and pushes each other to reach the highest standards in the industry. Our team is much like our products - innovative, full of life and leaders in the marketplace.

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.

Strong candidates will have:

• Completion of a related college level program.
• 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.
• Strong interpersonal skills to engage with customers and resolve their concerns or questions
• 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.
• Excellent verbal and written communication skills. Able to collaborate effectively with executive management, staff, and customers.
• Persuasive, understands how to provide customers with complete information to assist in their decision making
• Strong organizational and time-management skills with the ability to manage multiple priorities under tight deadlines. Detail-oriented and results-driven.

Key responsibilities of the role:

• 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
• Contact clients via outbound calls regarding pre-warranty expiration inspections and/or special promotions.
• 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
• Assist customers in their requests for identifying specific equipment parts and create the order.

The Wellness Shop Offers:

• A total compensation package that includes salary, vacation, and health benefits
• Annual performance bonus
• Collaboration with team members who love what they do in values-driven culture
• Opportunity to be a part of a trajectory of continued growth and profitability

If you like what you’ve read, we want to hear from you! Please submit your resume and we’ll be in touch soon.

Wellness Shop is an equal opportunity employer. Please contact us if you require any accommodation in order to fully participate in our recruitment process.

The recruitment process will include references and appropriate background checks.

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