Customer Support Specialist for Pool and Spa Care
3 days ago
We are seeking a highly motivated Customer Support Specialist to join our team at Six10 Ventures. This role involves supporting multiple brands, with a primary focus on delivering superior customer service in the pool and spa industry.
Key Objectives:
- Ensure timely and effective responses to all customer inquiries, adhering to a Service Level Agreement (SLA) of 2 hours.
- Transform customer interactions into positive experiences, minimizing the need for in-store visits.
Deliver outstanding service across all channels, including email, phone, and chat, ensuring a seamless and professional experience for every customer.
Key Responsibilities:
Inbound Inquiry Management:Oversee all inbound written customer inquiry channels 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:Evaluate 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.
Reimbursement Claims:File claims with Amazon or partner warehouse for lost or damaged shipments as needed.
Ideal Candidate Skills:
- Customer-Centric Mindset:
- Excellent Communication:
- Proficiency in Gorgias:
- Analytical Skills:
- Team Collaboration:
Qualifications:
- Prior experience in pool service or a strong background in pool/hot tub water chemistry is required.
- Proven experience in a customer service role, ideally within the e-commerce or retail industry, demonstrating an ability to manage customer inquiries effectively across various platforms.
- Strong attention to detail and commitment to maintaining accurate records.
- Creative problem-solving skills and a proactive approach to customer inquiries.
- Bachelor's degree in a related field is preferred.
Estimated salary: $55,000 - $70,000 per year based on location and experience.
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