Customer Service Representative

Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With our headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for over 65 years. We are seeking a remote Customer Service Representative to join our Sundance Spa, Inc. team.

The Customer Service Representative serves as the primary point of contact for customers (dealers across the nation), addressing any issues, updating order status, shipments, pricing, product information and responding to their general inquiries. This individual will engage with customers through email as well as managing high volumes of inbound phone calls.

KEY DUTIES AND RESPONSIBILITIES

• Responsible for maintaining assigned regions and dealers according to internal processes; work closely with Regional Sales Managers and other internal partners.
• Responding to inquiries, resolving issues, and providing information, all while upholding the company’s reputation for excellent customer service.
• Effectively and promptly input customer orders into the current systems in accordance with established internal procedures.
• Interact directly with customers (dealer network) by telephone or emails.
• Record all information relevant to customer interactions in CRM (Customer Relationship Management) to create cases, and manage customer order and product issues.
• Provide product availability, pricing and shipping information related to sales order.
• Promptly resolve order entry/shipping errors
• Courteously receive incoming customer telephone calls and e-mails; extract the maximum amount of essential information in a minimum amount of time to provide customer an accurate response.
• Cross-functional collaboration- serve as an information resource to internal customers. Provide requested customer information as needed.
• Participate in job-related training sessions and seminars.
• Observe customer survey and feedback operations providing appropriate best practice responses when actively being applied. 
• Maintain prompt and regular attendance according to company/department policy.
• Participate in continuous education classes relative to product and process compliance.
• Mandatory to serve as backup/support managing other representative’s duties as needed.
• Perform related work as required.
• Monday- Friday: 7:00am - 4:00pm PST (Flexibility to work overtime and weekend hours as needed)

Compensation is based on experience $19+

• 1-3 years of experience in customer service, preferably in a B2B capacity - manufacturing, warranty or order processing environment
• Strong communication skills, both verbal and written
• Proficiency in using customer service software and CRM systems (Salesforce preferred)
• Ability to resolve customer issues effectively
• Detail-oriented with strong organizational skills
• A commitment to providing exceptional customer service
• Ability to work independently as well as part of a team
• Willing and able to work in a remote capacity

• Fully remote; work from home.
• Health, Dental, and Vision plans

• 401k program with matching
• Paid vacation and holidays