Customer Service Representative
Company: Cal Spas
Job Type: Full-Time
Department: Customer Service
Position Summary
Cal Spas is seeking a professional and detail-oriented Customer Service Representative to join our Customer Service team. This position is responsible for assisting customers, dealers, and internal departments by providing product and service information, resolving customer concerns, documenting interactions, and supporting timely issue resolution.
The ideal candidate must be able to handle a heavy call volume, multitask in a fast-paced environment, stay organized, and communicate professionally with customers. Experience using an ERP system is required or strongly preferred. A technical background or experience troubleshooting product-related issues is a plus.
Essential Duties and Responsibilities
- Handle a high volume of inbound and outbound customer calls in a professional and courteous manner.
- Respond to customer inquiries, complaints, product questions, and service-related concerns.
- Provide accurate information regarding Cal Spas products, services, parts, warranties, and procedures.
- Troubleshoot and help resolve product issues, technical concerns, and customer service matters.
- Return customer calls promptly and follow up on open issues until properly resolved.
- Document customer interactions, service concerns, and updates accurately in the company system.
- Use ERP software and other internal systems to research customer accounts, orders, products, service history, and related information.
- Communicate effectively with customers, dealers, vendors, and internal departments to resolve issues.
- Prioritize multiple tasks, calls, emails, and follow-up items throughout the day.
- Maintain organized records and ensure customer information is updated accurately.
- Develop and maintain knowledge of Cal Spas’ product line, services, warranty procedures, and internal processes.
- Support department goals by providing timely, accurate, and professional customer service.
Qualifications and Requirements
- Previous experience in customer service, call center support, sales support, warranty support, or a related field.
- Experience using an ERP system or similar business software is required or strongly preferred.
- Ability to manage a heavy call volume while maintaining professionalism and accuracy.
- Strong multitasking, organizational, and follow-up skills.
- Ability to return calls, resolve customer issues, and close open matters effectively and promptly.
- Ability to troubleshoot basic product issues and communicate solutions clearly.
- Technical background or experience with product support, service, manufacturing, parts, or warranty processes is a plus.
- Ability to build positive rapport with customers and maintain a professional demeanor.
- Strong written and verbal communication skills.
- Ability to work independently and as part of a team.
- Strong attention to detail and ability to accurately document customer interactions.
- Positive attitude, dependable attendance, and willingness to learn the Cal Spas product line and internal systems.
Benefits
- Paid Vacation
- Paid Sick Pay
- Paid Holidays
- 401(k)
- Medical, Dental, and Vision Insurance
Work Environment
This position works in a fast-paced customer service environment and requires regular phone, email, and system-based communication. The employee must be able to manage competing priorities, meet response expectations, and maintain professionalism when handling customer concerns or escalated issues.
Job Type: Full-time
Pay: From $22.00 per hour
Work Location: In person
