Description

Mainely Tubs prides itself in carrying the highest quality hot tubs, swim spas and saunas, and providing world-class service to our customers. Our products promote health and wellness, reduced aches and pains, and wholesome family time. They make customers happy, and we enjoy the satisfaction that brings.

We are looking for passionate, service-oriented individuals who want to challenge themselves at a company where they can build a true career. We offer competitive salaries, generous benefits, and best of all—company ownership. We are 100% employee-owned, and all team members begin receiving annual grants of company stock in their second year. We are honored to have been named one of the Best Places to Work in Maine in 2021 and 2022!

Customer Success Associate (CSA)

Position Summary: This full-time customer-oriented position focuses on developing and maintaining customer relationships by taking a proactive approach to ensure that the customer receives the best possible launch of their ownership experience along with exceptional service post-delivery. In addition, the CSA uses their expert knowledge to understand the customer’s problems to effectively troubleshoot their issues and schedule service appointments as needed. The CSA will provide valuable information to the Delivery, Sales and Service teams as appropriate in order to ensure that customers’ expectations are consistently being met and/or exceeded.

Our ideal candidate will be a friendly, team-oriented individual who is enthusiastic about health/wellness and embraces our culture of “Hungry, Humble and Smart.”

Primary Duties Include (but not limited to):

• Demonstrate consistent outreach practices post-delivery to include: sending ‘thank you’ note within 7 days of delivery; 30-day/90-day/6-month check-ins via email, phone and/or text including post-delivery calls within 7 days
• Interact with customers, via phone/email/in-person, listen to their questions/concerns and address appropriately
• Schedule white glove appointments; follow-up via call, text or email post-glove appointment to ensure everything is working properly (i.e. is water clear?)
• Provide/educate customer on buying options for chemicals and auto-ship program
• Provide customer with advance notice on warranty expiration; determine if service visit is needed before warranty expiration
• Manage complaints and resolve customer grievances for service-related issues and billing, often requiring working with service supervisors and service manager
• Assist other departments in the company on any customer-related issues
• Work on designated Saturdays during spring/fall sales events
• Assist with year-end inventory
• Other duties as needed

Core Hours/Schedule: 8:00am-4:30pm/Monday through Friday

Requirements

Qualifications: our ideal candidate will possess the following –

• Three to five years’ relevant work experience; prior customer service experience strongly preferred
• High school diploma and/or equivalent
• Excellent customer service skills
• Solid communication skills – both verbal and written
• Ability to multi-task and work in fast-paced environment with a demanding customer base
• Strong problem solving and trouble-shooting skills
• Detail oriented
• Positive, friendly ‘can-do’ attitude
• Ability to work well independently as well as being a team player
• Proficient and comfortable working with multiple computer applications and industry-specific software
• Ability to work extended hours as needed