We are hiring a Customer Care Representative to join our Customer Care team!

DISCOVER
Are you passionate about providing world-class customer service? As Customer Care Representative, you will advocate for customers of our industry-leading Endless Pools®, Hot Spring® Spas, Caldera® Spas, by helping to achieve satisfying resolutions to customer issues. In this role you will be tasked with managing customer complaints, providing answers to inquiries by researching warranty and technical support information, and assisting with basic troubleshooting instructions by both phone and e-mail.

YOUR RIPPLE EFFECT

• Are you a resourceful problem-solver? This role will require you to demonstrate your strong reasoning and negotiation skills to determine creative solutions to customer issues. Using manuals, online reference documents, and discussions with team members, you will determine resolutions to consumer and/or dealer inquiries and respond via phone and/or email as necessary.

• Are you a quick learner? We are looking for a driven, self-motivated individual who will take ownership of their own learning and growth in order to be better equipped to service our customers. As part of your role, you will need to stay up to date on our current products and new product rollouts.

• Are you customer-focused? You’ll be responsible for answering phone calls, emails, and web contact from dealers and customers in a call center setting. You will act as the liaison between dealers and end-user customers, helping to mitigate issues and achieve great outcome for everyone.

• Are you skilled in conflict management? You’ll apply basic conflict resolution techniques to resolve customer and dealer complaints, consulting with management as needed. Your experience with escalations will help you handle situations of this nature in a calm and professional manner.

• Are you organized and thorough? You’ll be responsible for creating a permanent record of designated calls, which entails outlining notes and tracking events while you manage them to completion. Additionally, you will update and maintain a comprehensive consumer database.

• Can you remain calm under pressure? You will need to balance multiple events simultaneously in a fast-paced work environment while keeping customer commitments for return calls and follow-up.

WHAT YOU BRING

Research shows that candidates often don’t apply to positions unless they meet 100% of the job criteria. We are looking for active learners and people who care about taking advantage of the opportunities provided. We encourage you to apply even if you feel you do not meet all of the requirements for this position.

• High school diploma or general education degree (GED) and at least two years of related experience in a Contact Center environment. Equivalent combination of education and/or related experience may be considered.

• Technical experience with spas and/or similar equipment preferred.

• Proficiency in Microsoft Office suite, specifically Outlook, Word, and Excel.

• Excellent interpersonal skills, including phone and e-mail etiquette.

• Ability to work with co-workers, internal departments, service providers, and customers in an environment that requires multi-tasking.

• Ability to read and interpret documents such as safety rules, operating manuals, service procedure manuals, and diagrams, as well as the ability to pass a basic troubleshooting comprehension test.

• Ability to interact with all levels within the organization and work in a team environment.

WHAT YOU’LL GET
At Watkins Wellness, we believe that everyone should ‘Feel good. Live well’. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonus, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make — products that make a difference to the health and well-being of others.

As we move beyond the COVID-19 pandemic, our newly created One Watkins Return-to-Work policy is designed to meet the needs of both our business and our employees. The One Watkins program offers remote, hybrid, and onsite employment opportunities which are based on business needs, employee preference, and business performance. Ultimately, our goal is to remain One Watkins, with one vision and one set of values that dictate Who We Are and What We Do, regardless of where we are physically working.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee frequently lifts and moves up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Company: Watkins Manufacturing

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish