Service Support Specialist

Wellness Shop; Burlington; On-site; CAD 45,000 - 60,000; Full time

Job summary

Join a leading company in the wellness industry as a Service Support Specialist in Burlington, ON. You will engage with customers, provide support for water care inquiries, and enhance their ownership experience. The role offers a collaborative environment, a competitive salary, and opportunities for growth and bonuses.

Benefits

Total compensation package with health benefits

Annual performance bonus

Collaborative, values-driven culture

Qualifications

• College-level program completion required.
• Experience in call centers or service operations preferred.
• Strong customer service orientation and technical curiosity.

Responsibilities

• Respond to customer queries across multiple channels in real-time.
• Document all communications in Salesforce.
• Conduct virtual spa schools for clients.

Skills

Technical aptitude

Organizational skills

Interpersonal skills

Communication skills

Problem solving

Education

Completion of a related college level program

Tools

Salesforce

Job description

3 weeks ago Be among the first 25 applicants

Direct message the job poster from Wellness Shop

| Career Support & Advising | Resume Transformation | Talent Acquisition | Job Search Strategies | Virtual Recruiting | Employer Branding | Talent…

Join the recognized industry leader for hot tub and wellness needs in Ontario!

Location: Burlington, ON, based out of our Head Office

Job Type: Permanent Full time [ 5 days per week]

About Wellness Shop @ Jacuzzi Ontario:

We are an established company providing a world-class customer experience to each and every customer. Recognized as the industry leader in Ontario for all hot tub and wellness needs. We sell Jacuzzi Brand and Private Label Hot Tubs, Clearlight Infrared Saunas, Cold Plunge Ice Baths, Gazebos, Massage Chairs and All-Season Pools.

A career with us is unlike any other. You'll become part of a family that inspires and pushes each other to reach the highest standards in the industry. Our team is much like our products - innovative, full of life and leaders in the marketplace.

We are seeking a dynamic Service Support Specialist to take ownership of cases from the customer support inbound queue and successfully complete outbound calls related to warranty expirations or special projects. Reporting to the Service Manager, the Service Support Specialist will follow up with customers to ensure concerns are resolved while providing technical knowledge as it relates to water care and equipment parts.

Strong candidates will have:

• Completion of a related college level program.
• Experience in call centres, service operations in the in-home service, construction, maintenance or appliance repair industries.
• Prior experience in a dispatching role is considered an asset.
• Strong interpersonal skills to engage with customers and resolve their concerns or questions
• Technical aptitude, natural curiosity about appliances/hot tub equipment and parts
• Previous experience using call centre tools or CRM systems such as Salesforce and customer satisfaction using NPS.
• Proven problem solving and customer de-escalation skills, confidence in supporting all types of customer concerns.
• Excellent verbal and written communication skills. Able to collaborate effectively with executive management, staff, and customers.
• Persuasive, understands how to provide customers with complete information to assist in their decision making
• Strong organizational and time-management skills with the ability to manage multiple priorities under tight deadlines. Detail-oriented and results-driven.

Key responsibilities of the role:

• Respond to incoming customer queries for water care and support questions in real-time from various channels such as video chat, SMS, online chat, Facebook messenger, e-mail
• Document all communication with clients in Salesforce via case comments & chatter notes
• Answer inbound calls from our support phone queue, identify customers’ needs and work towards providing a solution. The phone line is open 11 AM - 5 PM Daily.
• Review all online community bookings & cases which can be handled virtually
• Contact clients via outbound calls regarding pre-warranty expiration inspections and/or special promotions.
• Conduct virtual spa schools & support lessons with clients to assist them in a world-class ownership experience, via phone or zoom.
• Attend and participate in required team meetings such as service team meetings, huddles with technicians etc.
• Develop online resources and expand the knowledge library, enabling clients and internal team members towards self-sufficiency with specific support requests.
• Stay current with the newest releases of products, parts and technical bulletins from our manufactures
• Assist customers in their requests for identifying specific equipment parts and create the order.

The Wellness Shop Offers:

• A total compensation package that includes salary, vacation, and health benefits
• Annual performance bonus
• Collaboration with team members who love what they do in values-driven culture
• Opportunity to be a part of a trajectory of continued growth and profitability

If you like what you’ve read, we want to hear from you! Please submit your resume and we’ll be in touch soon.

Wellness Shop is an equal opportunity employer. Please contact us if you require any accommodation in order to fully participate in our recruitment process.

The recruitment process will include references and appropriate background checks.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Wellness and Fitness Services and Retail

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