Pool and Spa Customer Support Specialist
5 days ago
We are seeking a highly motivated Pool and Spa Customer Support Specialist to join our team at Six10 Ventures. As a key member of our e-commerce customer support team, you will be responsible for delivering exceptional customer experiences across various platforms.
About the RoleThis is a full-time position with a competitive compensation package, including a salary range of $60,000 - $80,000 per year, depending on experience. We offer a dynamic work environment that fosters innovation, continuous learning, and professional growth.
About the JobThe ideal candidate will have prior experience in pool service or a strong background in pool/hot tub water chemistry. Proven experience in a customer service role, ideally within the e-commerce or retail industry, is also required. Strong attention to detail and commitment to maintaining accurate records are essential.
Key Responsibilities- Inbound Inquiry Management: Oversee all inbound written customer inquiry channels (10+) through Gorgias, including email, chat, and some social media platforms.
- Voicemail Management: Review all inbound voicemails and make outbound calls for follow-ups as required.
- Amazon Relations: Handle tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries.
- Client Relations: Prioritize and respond to customer inquiries across various platforms like Amazon, Shopify, and Walmart within 2 hours.
- Immediate Chat Responses: Address live customer website chats immediately, with a target response time of 5 minutes or less.
- Timely Callbacks: Return calls to customers who leave voicemails within 2 hours or less.
- Ticket Escalation: Escalate urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed at the time of escalation.
- Social Media Engagement: Respond to product-specific questions escalated from social media daily.
- Weekly Pulse Reporting: Compile and send a weekly report highlighting trends observed through customer inquiries and product reviews.
- Prior experience in pool service or a strong background in pool/hot tub water chemistry.
- Proven experience in a customer service role, ideally within the e-commerce or retail industry.
- Strong attention to detail and commitment to maintaining accurate records.
- Creative problem-solving skills and a proactive approach to customer inquiries.
We foster a collaborative and dynamic work culture that encourages innovation and continuous learning. If you're passionate about helping customers succeed in their pool and spa care journey, we encourage you to apply.
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