Almost Heaven Saunas
Customer Support Agent
Answer sauna product, order, and troubleshooting questions across phone, email, and chat for Harvia's North American operation, working from Grand Rapids with remote flexibility.
Tehtävät
- Answer and manage inbound customer phone calls, emails, and live chat inquiries in a professional and timely manner.
- Make outbound calls for follow-ups, account updates, appointment confirmations, and service inquiries.
- Troubleshoot customer issues, determine the appropriate resolution or next steps, and escalate complex cases to the right department or supervisor.
- Document customer interactions, issues, and resolutions in the company's CRM or customer support system.
- Process customer requests, account updates, orders, returns, and other transactions.
- Maintain knowledge of company products, services, policies, and procedures, and report recurring issues and trends to management.
Odotamme
- Minimum one year of customer service, call centre, or support experience preferred; college or university credits may substitute.
- Excellent verbal and written communication with strong active-listening and problem-solving skills.
- Comfortable across phone, email, and chat, staying calm and professional with difficult or frustrated customers.
- Strong computer skills and the ability to learn new software quickly; CRM or ticketing experience a plus.
- High school diploma required; bilingual communication skills are a plus.
- Non-office employees must have a quiet working environment with reliable internet.
Palkkaus ja edut
Compensation not publicly listed- Official Harvia role on the shared Harvia North America / Almost Heaven Saunas Paycor board.
- Product support work for a sauna and wellness manufacturer with customers in over 90 countries.
- The employer publishes this role as Grand Rapids with remote working.