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Technical Customer Care Associate in Vista, CA at Watkins Wellness

Date Posted: 3/17/2019

Job Snapshot

Job Description

Job Description

We are hiring two Technical Customer Care Associates to join our Customer Service team!


Do you enjoy navigating through and solving technical problems? In this position, the Technical 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.


  • Are you customer service centric?  You will respond 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 technically inclined?  You’ll present technical troubleshooting procedures and spa repair information to field technicians and end consumers.
  • Are you solutions minded? Using strong negotiation and conflict resolution techniques, you will successfully resolve customer and dealer complaints to prevent case escalation.
  • 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.


  • 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. 


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.)


Full or Part Time

Full time

Watkins is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, gender, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.