Pool and Spa Care Customer Support Specialist
2 days ago
About Six10 Ventures
Six10 Ventures specializes in building successful e-commerce brands across platforms like Amazon, Shopify, and Walmart. Our focus is on creating exceptional customer experiences through innovative products and services.
We are seeking a highly motivated Customer Support Specialist with expertise in pool and spa care to join our team. This role involves supporting multiple brands, with a primary focus on delivering superior customer service in the pool and spa industry.
Job Description
This full-time position offers a competitive compensation package, with an estimated salary range of $45,000 - $65,000 per year, depending on experience. The ideal candidate will have prior experience in pool service or a strong background in pool/hot tub water chemistry, as well as proven experience in a customer service role, ideally within the e-commerce or retail industry.
The responsibilities of this role include:
- Inbound Inquiry Management: Overseeing all inbound written customer inquiry channels (10+) through Gorgias, including email, chat, and some social media platforms.
- Voice Management: Reviewing all inbound voicemails and making outbound calls for follow-ups as required.
- Amazon Relations: Handling tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries.
- Client Relations: Prioritizing and responding to customer inquiries across various platforms like Amazon, Shopify, and Walmart within 2 hours.
- Immediate Chat Responses: Addressing live customer website chats immediately, with a target response time of 5 minutes or less.
- Timely Callbacks: Returning calls to customers who leave voicemails within 2 hours or less.
- Ticket Escalation: Escalating urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed at the time of escalation.
- Social Media Engagement: Responding to product-specific questions escalated from social media daily.
- Weekly Pulse Reporting: Compiling and sending a weekly report highlighting trends observed through customer inquiries and product reviews.
- Reimbursement Claims: Filing claims with Amazon or partner warehouse for lost or damaged shipments as needed.
Required Skills and Qualifications
To succeed in this role, you will need:
- A customer-centric mindset, prioritizing customer needs over a strict 9-5 schedule.
- Excellent communication skills, both verbal and written, to foster positive customer interactions.
- Proficiency in Gorgias or similar customer support platforms is a plus.
- Strong analytical skills to analyze customer feedback and trends for continuous improvement.
- Team collaboration skills, with experience using tools like Microsoft Teams to coordinate effectively with team members.
Benefits
This role offers a dynamic work culture, commitment to innovation, and opportunities for professional growth. If you are passionate about helping customers and want to be part of a team driving eCommerce excellence, we encourage you to apply.
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