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Technical Customer Experience Representative

4 months ago

Vista, United States Masco Full time

We are hiring a Technical Customer Experience Representative to join our Customer Care team

DISCOVER

Are you passionate about providing a world-class customer experience? As Technical Customer Experience Representative, you'll work in a call center setting providing all aspects of pre-sale and after-sale support for end consumers, field technicians, and dealers of our infrared saunas and other Watkins Products. This will entail handling low-level complaints, providing answers to inquiries, researching support information, and assisting in troubleshooting activities.

YOUR RIPPLE EFFECT

  • Can you provide outstanding customer service? You'll be expected to respond promptly and thoroughly to all inquiries regarding spa operation, performance, and/or warranty coverage. We'll rely on you to speak confidently and pleasantly while engaging in telephone, email, or online live chat conversations with customers.
  • Are you a resourceful problem-solver? This role will require you to demonstrate your strong negotiation and conflict management skills to achieve successful, creative resolutions to customer, dealer, or field technician questions or complaints, working with management as necessary to de-escalate issues.
  • Can you provide basic troubleshooting? Our end-user customers, dealers, and field technicians will look to you to help troubleshoot service concerns in a timely manner. You'll need to explore, question, and troubleshoot a variety of issues using the resources at your disposal, and without scripted support.
  • Are you organized and thorough? Leaning on your excellent time and task-management skills, you will be responsible for creating a permanent record of designated calls and taking ownership for the entirety of the case resolution process. You'll need to update and maintain a comprehensive consumer database and will be tasked with handling multiple events at the same time, keeping all commitments for return calls and appropriate follow-up.
WHAT YOU BRING

Research shows that candidates often don't apply to positions unless they meet 100% of the job criteria. We are looking for active learners and people who care about taking advantage of opportunities. We encourage you to apply even if you feel you do not meet all of the requirements for this position.
  • High school diploma or general education degree (GED) and at least two years' related customer support experience in a contact center environment are required. Equivalent combination of education and/or experience may be considered.
  • Electrical background or experience working in hot tub and sauna technical support a plus.
  • Proficiency in Microsoft Office Suite, specifically Outlook, Word, and Excel, as well as proficiency in online and remote-connecting software.
  • Demonstrated ability to function in a non-scripted helpdesk and sales environment.
  • Ability to adhere to internal documentation requirements and maintain time and tracking standards.
  • Excellent communication skills with the ability to interact with all levels within the organization, including the ability to present information to a group of co-workers, supervisors, managers, or higher-level executives.
  • Ability to work well independently with minimal supervision, as well as within a strong team environment.


WHAT YOU'LL GET

At Watkins Wellness, we believe that everyone should 'Feel good. Live well'. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers, and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, a company bonus, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make - products that make a difference to the health and well-being of others.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, is Accommodating, believes in Work-Life Balance, puts Safety First, is Accountable, values Relationships, and is a Passionate, Goal-Driven Team Player).

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hiring Range: $24.71-38.81

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location

Company: Watkins Manufacturing

Full time

Watkins (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish