Customer Outreach Specialist

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

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