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Customer Care Associate in Vista, CA at Watkins Wellness

Date Posted: 5/17/2019

Job Snapshot

Job Description

Job Description

We are hiring a Customer Care Associate to join our Customer Service team!

IN A NUTSHELL

Do you enjoy creating a positive customer experience?  In this position, the Customer Care Associate will be responsible for providing all aspects of pre-sale and after-sale support for our end consumers and dealer personnel, including: providing excellent customer care, clearly communicating instruction and answers to inquiries, researching applicable support information and assisting in troubleshooting activities.  As part of the Watkins Wellness team, you’ll look for ways to exceed customer expectations through asking the right questions and proposing the best solutions. 

IS THIS YOU?

  • Are you customer service centric?  In efforts to provide superb customer service, you will be tasked daily with responding thoroughly and promptly to all inquiries made by all customers (end consumers, dealer technicians and independent service providers) regarding spa operation/performance, service issues/concerns and/or warranty coverage, using applicable reference documents and material. 
  • Are you solutions minded? Using strong negotiation and conflict resolution techniques, you will successfully resolve customer and dealer complaints to prevent case escalation by assessing their needs and providing assistance as seen fit.
  • Can you learn and apply new skills?  With on the job training, you’ll be able to properly identify and present technical troubleshooting procedures as well as spa repair information to field technicians and end consumers.
  • Are you organized and detail oriented?  You will be responsible for taking ownership of the entire case resolution process while also creating and updating the Salesforce case record.
  • Are you a team player?  You will have the opportunity to work on other projects and/or perform other duties as assigned by management.

WHAT YOU NEED

  • Bachelor's degree preferred.  An equivalent combination of education and experience may be considered.
  • Three to five (3 – 5) years of experience in service support area or related field.  Experience working in a manufacturing environment, with high-ticket durable goods and/or in the pool and spa industry are all a plus.
  • Proficiency in Microsoft Office programs; skilled in Salesforce or similar CRM system.
  • Excellent customer service to include phone and email etiquette with the ability to articulate information in a professional and thoughtful manner.
  • Strong problem-solving skills.
  • Excellent communication skills with the ability to interact with all levels within the organization.  
  • Strong ability to work in a team environment. 

WHAT YOU’LL GET

At Watkins Wellness®, people matter.  To help you, “Feel good. Live well™”, at work and at home, we provide a competitive package including: exceptional health and wellness benefits, paid time off, bonus, profit sharing, 401k, tuition reimbursement and much more.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven.)

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Shift

Full or Part Time

Full time

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

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