Customer Service Representative

Job Description

Jacuzzi Group is a leading global manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. More than four thousand global employees work across a portfolio of brands, including Jacuzzi, Sundance Spas, Hydropool Swim Spas and Hot Tubs, Dream Maker and more.

With manufacturing and warehouse operations in the United States, Canada, Mexico, Italy, the United Kingdom, France, Brazil, Chile, and Australia, we have more than 65 years of experience delivering innovative wellness products to consumers across our many brands.

The Technical Service Representative is responsible for providing outstanding customer service to dealers and service centers. This crucial role involves promptly and effectively addressing phone inquiries pertaining to various technical aspects, including but not limited to troubleshooting advice, detailed part information, specifications, and any other related inquiries. By consistently delivering accurate and helpful information, the Technical Service Representative ensures customer satisfaction and contributes to the overall success of the organization.

Requirements

• Manage a large number of inbound phone calls from dealers and Field Service Technicians. Assisting in problem analysis, troubleshooting, providing part numbers and product specifications.
• Troubleshoot electrical components 240V.
• Provide clear and concise verbal guidance on the process of repairing spas and the installation of accessories. 
• Provide customers with information about the duration, status, and terms of warranties for different products, using the relevant serial numbers..

• Responsible for promptly and accurately addressing e-mails received in our technical queue.
• Providing support for SmartTub, including assisting with pairing, troubleshooting, and resolving a wide range of issues.

Benefits

• Must have experience with Electronics/ Internet of things (IOT)
• Must have Trade Schooling or Tech School experience (Engineering classes preferred)
• Minimum of two (2) years’ experience in a product-based customer support function. Preferred experience would be in the spa, pool, plumbing or electrical and home improvement industry. 
• Working knowledge of mechanical components, electrical troubleshooting and product repairs within the pool and/or spa industry.

• Proficient in utilizing Windows-based computer applications.
• Ability to work both collaboratively and independently with little or no supervision
• Strong verbal and written communication skills, bilingual in Spanish