Customer Care

Noritz America Corporation•Fountain Valley, CA

10d•$20 - $25•Hybrid

About The Position

Noritz America Corporation is a leading provider of high-efficiency tankless water-heating solutions for both residential and commercial applications. Founded in Japan with over 60 years of innovation in water-heating technology, Noritz expanded to North America in 2004 to bring its advanced, eco-friendly systems to new markets. We engineer compact, reliable, and energy-efficient products that deliver on-demand hot water while reducing environmental impact. Known for our quality, durability, and industry-leading warranty support, Noritz proudly serves homeowners, professional installers, and commercial partners across the U.S. and Canada. We are looking for an ONSITE Customer Care Agent to join our amazing team.

Requirements

MUST be of legal hiring age and authorized to work in the US without sponsorship;
MUST possess High School Diploma, GED or equivalent;
MUST have a work history that demonstrates longevity in customer service roles within a fast-paced environment;
MUST be able to read and apply technical information and enter accurate notes while engaging the customer via phone;
MUST be willing and able to receive and make a high volume of calls in a fast-paced, highly charged environment;
MUST demonstrate professionalism in written and verbal communications, even when dealing with upset customers;
MUST be an attentive, empathetic and observant listener, and be able to explain things in a way that confirm understanding;
MUST be able to work a designated onsite shift and participate in a 4-hour "on-call" rotation (1 Saturday per month);
MUST be self-aware, assertive, accountable and able work well both collaboratively and independently;
SUBJECT to successful completion of standard background / drug screen

Responsibilities

Accepts and places calls to/ from our customers regarding tankless water heating issues;
Follows a workflow step plan in an effort to help callers diagnose, troubleshoot and resolve problems;
Uses a computer to enter critical information into a customer information system (NetSuite ERP) i.e.: date, time, stated problem, error codes, parts ordered, service scheduled, etc.;
Demonstrates a sense of urgency when coordinating service appointments or ordering parts;
Uses a combination of technical resources while speaking with customers on the phone;
Demonstrates professionalism in written and verbal communications, ensuring understanding and clarity on all sides;
Uses good judgment to escalate issues beyond their level of knowledge or understanding;
Reprioritizes accordingly based on changing status of urgency in accordance with needs of business;