Customer Srv Specialist at APEC Water Systems

Job Title: Customer Srv Specialist

Division: Consumer Product, PurePlay (APEC Water Systems)

Location: Hybrid (Diamond Bar, CA) or Remote

Manager: Director, Customer Service

Description: We are looking for an experienced Customer Service Specialist to join our team. The role focuses on delivering exceptional consumer support, troubleshooting product issues, and ensuring a positive e-commerce customer experience. The ideal candidate is well-spoken, demonstrates excellent customer service manners, has experience in consumer product ecommerce interactions, and is eager to leverage their skills to the next level.

Responsibilities:

• Manage inbound and outbound calls and emails to provide timely and professional support.
• Handle customer inquiries regarding product support, troubleshooting, sales, and order questions to ensure a positive e-commerce experience.
• Collaborate with related departments by sharing customer feedback to improve service processes and product support.
• Assist in training and onboarding new team members by providing guidance and contributing to learning materials and documentation.
• Provide administrative support to the customer service team and management to ensure smooth daily operations.
• Continuously develop product knowledge to deliver accurate and effective customer support.

We provide training on our systems, tools, and products to ensure you have the support needed to succeed in this role.

Required Qualification:

• Experience: 3+ years of customer service experience in Consumer Product industry
• Skills:
  • Experience in telephone customer service
  • Proficient with Microsoft Office (Outlook, Excel, Word)
  • Proven experience using Gorgias, or other CRM tools like Zendesk, Salesforce, HubSpot
  • Excellent English communication skills (both verbal and written).
  • Detail oriented with the ability to multi-task and deal with changing priorities.

Preferred Qualifications:

• 2+ years of product troubleshooting experience in kitchen and home appliances good.
• Experience operating a multi-line phone system; proficient computer skills a plus.
• Bilingual in Spanish is a plus.
• Background in water treatment products or similar industry experience.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies in this position; Self-discipline, Reliable, Patience, Organizing, Oral and Written Communication, Problem Analysis, Conflict Resolution, Responsible, Ability to Learn, Multitasking, Attention to detail, Attentiveness, Customer-oriented.

We offer competitive compensation, with an hourly base rate of $23.00–$25.00, along with benefits: Medical, Dental, Vision, Life Insurance, Disability, 401(k), Parental Leave, PTO, and additional voluntary benefits.