The technical call
taker answering high volume incoming warranty and service support calls. Respond to issues using standard trouble
shooting techniques. Responsible for front line support resolving basic
technical issues. Trains to become
product expect by interfacing with internal departments to meet job objectives
and fulfill customer requirements.
Responsible for providing escalated level 2 support role to Consumer
Service Team. Identifies product
failures and distinguishes between manufacturing defect and failures caused by
manufacturer and non-manufacturer causes.
Facilitates warranty service with service agencies; issues work orders
and processes repair part orders.
Respond to general consumer inquiries, and/or
consumer complaints. Demonstrate a professional company image through phone interaction. Support high volume with tact, diplomacy, and
strong consumer service call behavior in accordance with company guidelines
provide World Class Service for the Jacuzzi consumer.
quickly and courteously receive incoming warranty support telephone calls and
extract the maximum amount of essential information in a minimum amount of
and quickly utilize computer-aided CRM, customer relationship management system
tools to create cases, trouble shoot consumer product issues, and coordinate
order fulfillment following internal process.
and problem solves efficiently complying with standard operating procedures.
caller concerns using active listening skills, focusing on pertinent issue
related questions, and offering viable solutions without escalating call to
in job-related training sessions and seminars.
consumer survey and feedback operations providing appropriate best practice
required staff meetings.
prompt and regular attendance according to company/department policy.
related work as required.
in continuous education classes relative to product and process compliance
School diploma or equivalent.
verbal and written communication skills, bilingual in Spanish and/or French a
ability to deal with customers (internal and external) in difficult situations.
least one (1) year experience in a product-based customer support function
and/or call center environment; preferred in the hardware and home improvement
coaching concept and is coachable.
the concept of winning culture values.
mechanical aptitude, ability to understand technical product issues
with Windows-based computer applications, MFG/Pro a plus.
to perform appropriately under stress and with displeased consumers is also
to work overtime and weekend hours.
attendance and punctuality are required.
customer service experience preferred.
Work place conditions
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