Fast paced and fast growing, Watson’s is the nation’s leading retailer of pools, spas, indoor and outdoor furniture, home recreation and more. For over 50 years we’ve been helping customers experience more of life’s best moments by providing a wide array of premium products and superior customer service. The customer lives at the center of everything we do and we put them and their experiences first every single day. Our team is passionate about providing premier customer experiences and the Customer Advocate – Service & Technicians role within our Service department is the driving force in ensuring we over-deliver for our customers every time. The ideal candidate for this role will be driven by a deep commitment to customer service and will enjoy cultivating premier customer experiences. They will put customer satisfaction first and will be skilled in on-the-fly problem solving, working collaboratively across divisions and with multiple stakeholders (technicians, schedulers, warranty specialists, scheduling coordinators, customer service representatives, etc.) and will have a level of technical experience as it relates to solving problems related to repairs, warranties, parts orders, etc. This role will sit on the frontline of customer engagement and be interacting with our customers on a daily basis. The ideal candidate will thrive in fast paced, dynamic environments, be entrepreneurially minded and have a growth focus. They must be solution-oriented and possess excellent communication skills, enabling their ability to communicate effectively with all customers and resolve any customer concerns.
This is a full-time position. Some evening, weekend and holidays may periodically be required.
PRIMARY RESPONSIBILITIES:
- Engages with internal (employee) and external (customer) stakeholders via phone, email, etc.
- Provides exceptional customer service through positive, friendly and solution-oriented communication.
- Owns all aspects of real-time customer support in regards to their Watson’s Service experience.
- Works directly with department management, and various service department associates on a daily basis, in order to oversee customer needs at, during and immediately following their service calls.
- Maintains constant and on-going customer follow-up for Service related calls and outstanding parts orders.
- Handles service call resolution, both at time of service and for any support requiring longer-term resolution (i.e. warranties, repairs, etc.), using appropriate tools and processes.
- Maintains accurate records and detail related to Service calls and outstanding follow-ups (i.e. rescheduling, parts statuses, etc.)
- Enhances sales efforts by developing and reinforcing strong relationships with our existing customers.
- Manages and creates (as needed/if necessary) reporting related to any relevant customer tickets and orders
- Works with Director of Operations and Assistant Service Manager to acquire, manage and maintain data related to key performance indicators for customer experience.
- Acts as a liaison when resolving customer problems, between Customer Service, Scheduling, Warranties and Sales divisions of the company.
- Performs other related duties as assigned.
PERFORMANCE KPIs:
- Customer satisfaction scores (Net promoter)
- Response times
- Cost per resolution
- Time to Service Completion (Full)
QUALIFICATIONS:
- Bachelor’s degree (or equivalent) preferred
- Experience: 3-5 years of customer service, service or similar department(s) experience
- Excellent verbal and written communication skills
- Exceptional interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Proficient with Microsoft Office Suite or related software
- Experience with CRM software and other customer relationship tools
- Retail experience preferred but not required
- Pool & Spa, Home Recreation, Indoor and Outdoor furnishings experience a plus but not required
- Must be willing to work in an office environment and be willing to learn new skills
BENEFITS & PERKS:
- Highly competitive salary
- Competitive performance bonus program?
- Comprehensive medical and dental coverage options; including Health Savings Account (HSA)
- PTO / Paid Holidays
- 401k with company match
- Company provided cell phone/service?
- Office gym
- Employee discount program
ABOUT WATSON’S:
Since 1968, Watson’s has grown from a pool store in Cincinnati to one of the nation’s largest retailers of home recreation products and home furnishings. Their stores feature outdoor furnishings, indoor furnishings, game tables, pools, spas, and more, all under one roof. Watson’s mission is to bring families together for fun, relaxation, and a break from the stress of daily life. Their vision is to bring creativity to the home furnishings and leisure industries, by providing leadership with cutting-edge products, innovation, and world-class customer service. Join our team at Watson’s “The fun place to shop” and Work! For more information visit www.watsons.com
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Experience level:
Weekly day range:
Work setting:
Work Location: In person