Technical Service Representative - Remote

Overview

Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With their headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for over 65 years.

The Technical Service Representative is responsible for providing outstanding customer service to dealers and service centers. This crucial role involves promptly and effectively addressing phone inquiries pertaining to various technical aspects, including but not limited to troubleshooting advice, detailed part information, specifications, and any other related inquiries. By consistently delivering accurate and helpful information, the Technical Service Representative ensures customer satisfaction and contributes to the overall success of the organization.

In Short

• Manage high volume of inbound phone calls from our Dealer Network and Field Service Technicians.
• Provide clear and concise verbal guidance on the process of repairing bath products and the installation of accessories.
• Provide customers with information about the duration, status, and terms of warranties for different products.
• Serves as escalated level 2 Technical Support to our front line Consumer Service Team.
• Identifies product failures and distinguishes between manufacturing defect and failures caused by non-manufacturing.
• Issues work orders and processes repair parts orders.
• Responsible for promptly and accurately addressing e-mails received in our technical queue.
• Utilize CRM to create cases and coordinate order fulfillment.
• Other duties as assigned.

Requirements

• Strong communication skills.
• Experience in customer service or technical support.
• Ability to troubleshoot and analyze problems.
• Familiarity with CRM systems.
• Detail-oriented with strong organizational skills.

Benefits

• Competitive salary.
• Opportunities for career advancement.
• Comprehensive training.
• Supportive work environment.