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Technical Support Representative

Company: Jacuzzi Group Worldwide
Location: Chino
Posted on: June 21, 2022

Job Description:

POSITION SUMMARY The Technical Service Representative provides a high level of customer service for dealers and service centers primarily through handling phone calls for trouble-shooting advice, part information, technical specifications, etc. SPECIFIC RESPONSIBILITIES

  • Handle a high volume of phone calls from dealers, helping analyze problems, troubleshooting, providing part numbers and product specifications.
  • Provide verbal instructions for repairing spas and installing accessories.
  • Provide customers with length of warranty, status of warranty by serial number, explanation of warranty terms, etc. for various product warranties.
  • Good knowledge and use of Windows-based computer applications. Good knowledge and experience with order management systems (KBM) - CMS (SalesForce)
  • Occasional overtime and weekend work may be required.
  • Must maintain a work pace appropriate to the workload.
  • Occasional travel in an assisting role may be required.KNOWLEDGE, SKILLS AND ABILITIESQUALIFICATIONS
    • Strong listening skills.
    • Strong verbal and written communication skills, bilingual in Spanish and/or French a plus.
    • Basic product aptitude and knowledge in designated brand.
    • Ability to perform appropriately under stress and with displeased consumers if necessary.
    • Ability to work both collaboratively and independently with little or no supervision.
    • Ability to coach and guide Trainee's.
    • Problem-solver, ability to effectively manage customers in a timely manner.
    • Must be able to maintain confidentiality
    • Working knowledge of mechanical components; minimum of 2 years related experience (electrical troubleshooting), experience with pool and or spa products
    • At least two (2) years' experience in a product-based customer support function and/or call center environment; preferred in the spa, pool, plumbing or electrical and home improvement industry. Technical customer service experience preferred.
    • Associate degree preferred or field experience.Work place conditionsThe employee frequently is required to stand and reach with hands and arms. The employee will frequently use a computer keyboard, mouse, telephone. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and viewing a computer screen. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position works in a typical office environment. The noise level in the work environment is usually moderate. The statements in this job description are intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties and skills required.

Keywords: Jacuzzi Group Worldwide, Chino , Technical Support Representative, IT / Software / Systems , Chino, California

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