Training and Enablement Manager
Knauf Digital
Customer Support Specialist – VivoPoint Monitoring
VivoAquatics
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $25 per hour
Job Level
Mid-LevelSenior
About the role
- Actively monitor VivoPoint accounts for alarm statuses, offline/online status, and open service orders
- Report critical / unsafe water conditions to account manager and client with recommendations on how to respond to the issue to reduce exposure and limit guest impact
- Respond promptly and accurately to customer inquiries via phone, email, or chat channels
- Identify and address customer needs, guiding them in utilizing specific product features effectively
- Effectively guide clients and team members through basic troubleshooting procedures; calls needing advanced troubleshooting will be escalated to Specialist II or III as appropriate
- Conduct comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences
- Create, maintain, and update our internal databases with relevant customer information as required
- Proactively performing simple analysis on client data to look for trends and provide recommendations and solutions
- Export client data from CRM to external programs in order to present to management and/or client as needed
- Collaborate with team members by sharing feature requests and suggesting effective workarounds for common issues
- Proactively inform customers about new product features and functionalities, ensuring they stay updated
- Follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions
- Serve as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity
- Coordinate with cross-functional teams to guarantee the satisfaction of our current clients with our products and services and to schedule repairs and warranty work efficiently
- Additional tasks as assigned by management
Requirements
- Comprehensive knowledge of CRM systems and their functionality
- Proficient in utilizing computer systems and adept at navigating various software programs efficiently
- Proficient in analyzing client data to derive insights and make informed decisions
- Outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns
- Ability to navigate through software applications to effectively guide clients and team members through basic troubleshooting procedures
- Exceptional communication skills, both written and verbal, to effectively interact with clients and team members
- Strong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging cases
- Strong organizational abilities, enabling effective time management and successful multitasking
- Detail-oriented approach with a commitment to maintaining accurate records and documentation
- Demonstrated adaptability and the ability to thrive in a dynamic and fast-paced work environment, responding adeptly to changing priorities and customer needs
- Collaborative mindset to contribute to cross-functional teams and achieve common goals
- Highly self-motivated and passionately driven to achieve professional success
- Ability to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis
- Willingness and availability to work on weekends and holidays as required
- Experience as a Customer Support Specialist or similar customer service role preferred
- Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.
- Must obtain CPO license within first 60 days in position
- Experience using help desk software and remote support tools preferred
- Experience using computer software programs required; experience with GSuite and/or MS Office preferred
- Experience using CRM systems required; experience with HubSpot and NetSuite is preferred but not required
- Must be able to effectively communicate in English. Ability to communicate in a second language is a plus
