JOB TITLE:  Customer Outreach Specialist

DEPARTMENT:  Service Department

SUPERVISOR:  Service Manager

GENERAL JOB DESCRIPTION:

We are looking for a professional and self-motivated individual. They will have strong attention to detail, good customer service and computer skills, a positive attitude, and the ability to work both independently and as a team. Responsible for continued customer contact and communication including new and current customers to increase the overall customer experience and revenue in the Service Department. Great customer service is a key component of this position and someone who is willing to go above and beyond to help the customer would be a valued member of the team.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Work with customers post-sale on delivery and installation options
• New customer water care and hot tub orientation
  • May be done in person or via video
• New Customer Warranty and Service Snap-Shot Presentation (prior to the tub delivery)
  • Provide a Snapshot of ‘Your hot tub’s warranty and service expectations’
  • Offer Extended Warranty Plans
• Continued Customer Outreach and Communications
  • 24–48-hour post-delivery phone call
  • 1-week outreach
  • 30-day outreach
• Reach out to current customer base
  • Determine the best form of communication
  • Inform customers of new products/service
  • Seek out customer referrals
  • Update customer information

SECONDARY DUTIES AND RESPONSIBILITIES:

• Work with other departments to assist customer needs
• Scanning paper documents and organizing digital files
• Other duties and responsibilities as assigned

REQUIRED QUALIFICATIONS: 

• Microsoft Office Products
• Demonstrate Strong Initiative
• Organized, Smart, High-Energy, Assertive, & Polite
• Strong Communication Skills

GENERAL HOURS:  Monday – Friday 8 AM- 5 PM

LAST UPDATE:  December 23, 2021