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Contract Technical Response Agent

Customer Service Carlsbad, California

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Description

Fluidra is looking for a Contract Technical Response Agent to join our team in Carlsbad, CA.

WHAT YOU WILL CONTRIBUTE

The Contract Technical Response Agent will be providing troubleshooting and installation assistance, warranty support, and general customer service via email primarily and some calls with Fluidra’s warranty and service guidelines. Responsible for completing Tier 1 level product training, in support of pool owner customers with technical product inquiries. Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary. Additionally, you will:

+ Provide email support to pool owner customers for inquiries surrounding finding dealers, light troubleshooting, installation, warranty processes and other Fluidra programs.

+ Make outbound customer calls to resolve email related inquiries when needed.

+ Take inbound calls when needed based on the needs of the business.

+ Responsible for evaluating each non-warranty related accommodation thoroughly, and when necessary, sending accommodations to customer, as well as tracking the dollars used in your individual discretionary non-warranty bucket to ensure allowance is not exceeded.

+ Review and authorize warranty invoices and proof of purchases to refer customers to retail and service centers as needed.

+ Attend technical training classes to stay current with troubleshooting products.

+ Work with other team members to help achieve overall department goals and tasks.

+ Other duties as assigned.

WHAT WE SEEK

+ Must be able to work in a fast-paced environment and have the ability to multi-task.

+ Must take direction well, and follow instructions carefully, but also must be comfortable using common sense and personal judgment to help determine the validity of a warranty claim.

+ At least 6 months of “hands on” troubleshooting and/or repair experience desired.

+ Strong written and verbal communication skills.

Required

+ Must have some customer experience delivering customer service with a positive attitude and cheerful disposition.

+ Must be able to type 40 WPM.

+ Possess technical aptitude and strong communication skills.

+ High school education or equivalent

Preferred

+ Experience with Oracle EBS a plus.

+ Pool and Spa Industry experience.

+ Call center experience.

+ Proficiency with MS Office tools.

EDUCATION

High school diploma or equivalent.

REQUIRED LICENSES/CERTIFICATIONS

Identify all licenses or certifications required by law or policy to perform the duties.

WHAT WE OFFER

An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:

+ Paid holidays

+ Company sponsored FUN events!

WHO WE ARE

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry’s most recognized and trusted brands: Polaris®, Jandy®, CMP®, S.R. Smith®, and Zodiac®. We also sell products under the Cover ‐ Pools®, iAquaLink®, Grand Effects®, Del® and Nature2® names. With these combined resources we’re able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do: passion for success, honesty & trust, customer collaboration, teamwork and inclusion, learn and adapt, excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

Expected hourly rate range is $20.00 - $23.00/ hour. Fluidra offers a comprehensive total rewards / benefits program that includes base salary, annual bonus based on performance of individual and company objectives, competitive 401K matching, paid vacation and sick time, full range of health benefits, educational assistance, etc. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and location. Your recruiter will provide additional details on our compensation and total rewards program.