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.

Responsibilities

• 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.

Requirements

• 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.

Compensation and benefits

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.