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
Pool equipment and part knowledge to effectively communicate using proper terminology
Effectively guide clients and team members through basic troubleshooting procedures; calls needing advanced troubleshooting will be escalated to Specialist II or III as appropriate
Troubleshoot chemical automation controllers (Emec, IPS, Prominent, Becs, etc.)
Troubleshoot chemical feeders, to include peristaltic pumps, Cal-Hypo dry erosion feeders, and salt systems
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CRM systemschemical automation controllerschemical feedersperistaltic pumpsCal-Hypo dry erosion feedersdata analysistroubleshooting proceduresdatabase managementclient data exportproduct feature knowledge

Soft Skills

customer servicede-escalation techniquescommunication skillsproblem-solvingorganizational abilitiesdetail-orientedadaptabilitycollaborationself-motivatedtime management