Customer Support & VivoPoint Monitoring Specialist

Job Title: Customer Support & VivoPoint Monitoring Specialist

Department: Customer Support

Reports To: Customer and Technical Support Manager

Supervises: N/A

Salary: Non-Exempt, Hourly; $22-$25 per hour

Position is remote anywhere in the US; Ideal candidate resides on the Pacific West Coast (Pacific time).

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Support & VivoPoint Monitoring Specialist is primarily responsible for reducing exposure and liability to the organization by actively monitoring the VivoPoint platform and notifying the client and appropriate parties of any unsafe water conditions that could cause harm to clients and their guests. Additionally, the position is responsible for efficiently addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. Success in this role hinges on exceptional communication skills and troubleshooting skills, the ability to establish trust with our clients, proficiency in utilizing help desk software, and the overarching goal of contributing to our reputation as a company known for delivering outstanding customer support throughout all sales and after-sales processes.

Key Responsibilities Include:

• 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

QUALIFICATIONS

• 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

SUPERVISORY RESPONSIBILITIES

• N/A

EDUCATION and/or EXPERIENCE

• Pool industry experience required in equipment troubleshooting and diagnosis, replacement, etc.
• Intermediate knowledge of pool equipment and pool systems, understanding general basics of pump room equipment
• Experience as a Customer Support Specialist or similar customer service role preferred
• 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