Customer Care - International Hot Tubs

Leslie's•Denver, CO

11d•$20 - $25

About The Position

International Hot Tubs, Swim Spas & Fireplaces, a part of Leslie's family since March 2021, is a leading dealer of Watkins Wellness® products, swim spas, and fireplace and heating products. As an award-winning company, we are dedicated to providing top-of-the-line products for homes. We are seeking a Customer Care Representative to deliver exceptional customer service by assisting customers via phone, email, and other communication channels. This role involves answering calls, scheduling service appointments, coordinating routing and dispatch, processing billing, resolving disputes, assisting with accounts receivable collections, managing warranty claims, overseeing service van inventory, communicating with internal and external customers, assisting walk-in customers, and creating/processing service orders, sales orders, and warranty claims. The ideal candidate will ensure every customer interaction is handled with professionalism, accuracy, and care.

Requirements

Exceptional attention to detail and accuracy.
Excellent verbal and written communication skills.
Strong attendance record and dependable work habits.
Ability to work a flexible schedule, including weekends.
Customer service experience with strong problem-solving and conflict resolution skills.
Ability to multitask, document information accurately, conduct web research, and manage multiple priorities in a fast-paced environment.
Proficiency with Google Workspace, Microsoft Office, and department-specific systems.
Strong customer-first mindset with the ability to collaborate effectively as part of a team.
Excellent organization, attention to detail, and problem-solving skills.
Commitment to continuous learning and expanding product, process, and industry knowledge.

Responsibilities

Answer incoming phone calls in a friendly, professional, and timely manner.
Schedule service appointments and coordinate technician routing and dispatch.
Process billing, service orders, sales orders, and warranty claims.
Resolve customer concerns, including billing disputes, warranty issues, and accounts receivable inquiries.
Follow up with customers and internal departments to ensure timely resolution of issues.
Provide accurate product and service information while identifying opportunities to recommend additional products or services.
Assist walk-in customers with their service and product needs.
Oversee and maintain service van inventory.
Communicate effectively with customers and internal teams via phone and email.
Contribute to team projects and complete assigned tasks with accountability.
Analyze customer feedback and recommend process or service improvements to management.
Support the team by taking on additional responsibilities as needed.