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VivoAquatics · 4 months ago

Customer Support Specialist II

Irvine, CA

Full-time

Hybrid

Mid Level

$21/hr - $25/hr

VivoAquatics is a company specializing in customer support for pool systems and equipment. They are seeking a Customer Support Specialist II who will be responsible for addressing customer inquiries, providing effective solutions, and managing a portfolio of clients to ensure exceptional customer experiences.

AnalyticsManagement Information SystemsSaaSWater

Responsibilities

Proactively manage an allocated client portfolio to guarantee an exceptional customer experience

Proficiently establish and nurture client relationships by regularly performing client check-ins and profile analysis

Ensure a complete client onboarding process in VivoPoint, including user set up, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctly

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 to intermediate troubleshooting procedures; accept and respond to escalated calls from Customer Support Specialist I

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 perform simple analysis on client data to look for trends and provide training and offer assistance, recommendations, and solutions

Export client data from VivoPoint 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 to advance 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 the Account Management team to guarantee the satisfaction of our current clients with our products and services

Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently

Participate in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experience

Additional tasks as assigned by management

Qualification

VivoPoint systemsCRM systemsPool systems knowledgeHelp desk softwareData analysisCustomer service skillsEnglish proficiencySpanish proficiencyCommunication skillsProblem-solving abilitiesOrganizational abilitiesCollaborative mindsetAdaptabilitySelf-motivated

Required

Intermediate to advanced knowledge of pool systems and equipment required, including knowledge of basics of pump room equipment

Comprehensive knowledge of CRM systems and their functionality

Exceptional knowledge of VivoPoint systems and its 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 to intermediate 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 I or similar customer service role required

Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc

Must obtain CPO license within first 30 days in position

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