Job description

Shasta Industries Inc. continues to be a leader in the pool & spa construction industry in Arizona with a 60 year history of delivering successful projects by hiring exceptional employees to work in a professional environment. Shasta is committed to developing the best workforce possible by focusing on recruiting, training, and promoting construction industry professionals throughout our organization.

We are on the search for a new member of the team to join as a Customer Service Representative. Our culture is built upon developing long term relationships with all of our clients, subs, vendors, and employees, so interested candidates should be team oriented and looking for a long term role.

We are looking for a Customer Service Representative to join in on the fun in our Customer Care Department. The ideal candidate will have customer service and call center experience.

Job Summary

• Assist customers by phone with questions, scheduling needs, 2-year warranty issues, complaints, and all other Pool Care needs.
• Answer incoming customer calls regarding general warranties, pool maintenance and various service-related issues.
• Utilize strong customer service skills to help in a timely, professional manner.
• Enter appropriate information accurately on each call taken into the computer system.
• Return all customer voice mail messages in a timely and professional manner.
• Follows up on a regular and as-needed basis with customers, and schedulers and our field service operations on all open and unresolved customer contacts.
• Document customer contact through appropriate processes while working closely with Service Titan and Builder Trend.
• Document customer warranty claim information into the current warranty software (Builder Trend).
• Dispatch/Scheduling personnel providing accurate information in a timely manner.
• Maintain Customer Service database with correct and current information.
• Reports all out of line conditions effecting customer satisfaction.
• Job involves sitting for extended periods, talking on the telephone, and working in front of a computer screen.
• Continually demonstrate Shasta Industries performance standards toward both internal and external customers.
• Assumes all other duties as assigned by manager.

We are seeking someone with:

• 4 years' of customer service and call center experience- required
• High School diploma or equivalent- required
• Excellent data entry and PC skills. Proficient with Microsoft Office (Word/Outlook)
• Excellent phone etiquette, strong interpersonal communication and customer service skills to convey a positive, professional image with internal and external customers.
• Bi-lingual Spanish speaking preferred.
• Detail oriented with strong organizational skills to handle multiple responsibilities
• Motivated, self-starter, quick learner, with excellent follow-up skills
• Flexible and adaptable with the ability to work independently with minimal supervision to effectively use resources to complete tasks and resolve issues.
• Team Player (tactful, considerate, helpful) and enthusiastic, with a positive attitude

Physical Requirements

Duties require sitting at a desk (to perform administrative duties, use a computer, phone, etc.). Also standing, walking, bending, stooping, reaching (to retrieve files, make copies, send faxes, etc.).

Benefits

401(k) account (Roth IRA available)
Dental insurance
Medical insurance
Employee assistance program
Flexible spending account Health insurance
Health savings account monthly employer contributions
Employer paid Short-Term Disability
Life insurance
Paid time off
Retirement plan
Vision insurance

Schedule:

Monday to Friday, located at 2653 S Alma School Rd, Mesa, AZ 85210. 7:30am-4:30pm.

Shasta Industries Inc. is an Equal Employment Opportunity Employer committed to diversity and inclusion in the workplace. Shasta Industries Inc. will not tolerate discrimination against any applicant for employment or employee on the basis of age (40 and over), ancestry, color, religious creed, gender, gender expression, gender identity, genetic information, marital status, medical condition, mental disability, military or veteran status, national origin, physical disability, race, receipt of public assistance, sex, sexual orientation, or any other status protected by federal, state, or local laws. This commitment governs all aspects of employment including, but not limited to: hiring, promotion, demotion, transfer, layoff, termination, compensation, discipline, and access to benefits and training. Additionally, Shasta Industries Inc. is committed, in accordance with applicable law, to making reasonable accommodations for job applicants and employees based on a qualifying disability, a sincerely held religious belief or practice, and for pregnancy, childbirth or related health conditions. Applicants and employees who feel they have experienced or witnessed discrimination or who wishes to request a reasonable accommodation should contact the Human Resources Department. Shasta Industries Inc. prohibits retaliation against any individual for making a complaint under this policy, for opposing discrimination, for participating in an investigation pursuant to this policy, or for requesting a reasonable accommodation.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 4 years
• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Ability to Relocate:

• Mesa, AZ 85210: Relocate before starting work (Required)

Work Location: In person