Service Support Representative

BeautyHealth•Long Beach, CA

6d•$19 - $22

About The Position

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence. Every person here is a key player in our success. We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox. Job Description: As a Service Support Representative , you will play a critical role in supporting field operations by coordinating service requests, dispatching technicians, and arranging travel logistics . You will serve as a key point of contact between customers, field technicians, and internal teams—ensuring timely communication, efficient scheduling, and high-quality service delivery. This position requires strong organizational skills, attention to detail, and the ability to thrive in a fast-paced environment.

Requirements

High school diploma or equivalent
1+ years of experience in a customer service, service desk, or technical support role.
Proficiency with Microsoft Office Suite (Outlook, Word, Excel, Teams).
Familiarity with CRM or help desk software.
Ability to learn and adapt to proprietary systems and tools.
Basic troubleshooting knowledge of hardware, software, and network connectivity.
Production of timely and detailed service reports.
Strong verbal and written communication skills
Professional and courteous demeanor with both internal and external customers.
Ability to de-escalate challenging situations calmly and effectively.

Nice To Haves

Experience using CRM software and ticketing systems (e.g., Zendesk, ServiceNow) is preferred.

Responsibilities

Accurately receive and document incoming service requests from customers or field staff.
Verify the completeness and clarity of the information provided.
Assign and dispatch service technicians based on availability, location, skill set, and priority of service requests.
Ensure efficient route planning to minimize travel time and maximize productivity.
Arrange travel accommodations for technicians traveling to service locations, including flights, hotels, rental cars, and other necessary transportation.
Ensure travel plans comply with company policies and budgets.
Provide technicians with all relevant travel details and confirmations.
Track and monitor the status of each service call throughout the day.
Communicate with technicians to ensure jobs are proceeding on schedule.
Provide customers with estimated arrival times and updates if there are any delays or changes.
Respond promptly to customer inquiries related to service calls.
Log all service activities, travel arrangements, and updates in Salesforce
Maintain accurate records of Field Service cases, travel bookings, and case resolution
Collaborate with the Field Service Coordinator to ensure technicians have the necessary parts
Work closely with service manager and Tech Support to address any issues that arise.
Prioritize emergency or high-urgency service calls and coordinate rapid response.
Ensure all relevant personnel are informed of high-priority jobs.
Ensure dispatch activities adhere to safety, regulatory, and company standards.
Support compliance with travel policies, and other relevant procedures.
Identify opportunities to improve dispatch and travel coordination processes and share insights with management.
Participate in training and development to enhance overall dispatch and travel support efficiency.
Performs other duties as assigned