Customer Service Representative

Company: Latham Pool Products, Inc
Location: Youngstown
Posted on: March 18, 2023

Job Description:

Customer Service Representative

Certifications: All certifications need to be validated by CS Supervisor / CS Lead. CS REP should be able to work independently 80% of the time with questions directed toward CS Team and CS Lead. Validation process to include: Role-playing test, live workday observation, and written exam.

1. Quote Program (Configurator) - CS REP should be able to:
--- Resolve 90% of price questions or issues via phone & email (includes TrueStone).
--- Locate previous orders using dealer, distributor, and/or tag names.
--- Adjust patterns, materials, drains, and pumps.
--- Adjust basic dimensions and features.

2. Warranty Validation (Help Email) - CS REP should be able to:
--- Process warranty replacements and denials related to all product lines:
o In-ground & Above Ground Vinyl Liners
o Safety Covers
o Reel Systems
o Winter Covers
o In-Ground & Above Ground Fencing
o G20 Liner Vacuum
--- Confidently communicate accordingly with homeowners, dealers, and distributors regarding the GLI warranty card, pro-ration schedule.

3. NetSuite / Phones - CS REP should be able to:
--- Assist pool owners and dealers with warranty claims, installation questions, and work in tandem with the Tech Service Team to resolve the most complicated issues.
--- Assist distribution with placing orders, order status, order tracking, data hold resolution, price discrepancies, and troubleshooting all stock and custom applications.
--- Locate contacts and customers within NetSuite in addition to updating or changing customer account information. This includes adding / removing new contacts, adding / removing MyGLI access, and editing preferred communication contacts.
--- Process any NC remake in addition to any chargeable order. This includes In-ground vinyl liners and safety covers along with all stock products.
--- Target custom orders strategically and correctly.

4. Microsoft Excel - Basic Excel knowledge includes:
--- Downloading and manipulating spreadsheets.
--- Removing and organizing existing data.
--- Saving and sending sheets in correct format.

5. Product / Program Lines - CS REP should be able to:
--- Confidently explain all product lines to all three customer levels. These include:
o ColorMagic
o Commercial Safety Covers
o In-Ground Vinyl Liners
o Above Ground Vinyl Liners
o Custom & Stock Safety Covers
o Winter Covers
o Reel Systems
o Above & In-Ground Fencing
o G20 Liner Vacuum.
o Gaylord Program.
--- Confidently explain all programs offered by GLI. These include:
o Cover Doctor Template Repair / Replace.
o Strive for 5 Rewards.
o TrueStone.
o Liner Doctor Above Ground Liners.
o CoBranding.

Additional responsibilities include:
--- ADP - Basic use includes logging in and out, requesting time off, pulling paystubs, and managing vacation / sick time.
--- CS Workload / Help Email - Basic use includes understanding of and operating within CS standard work along with full utilization of CS FAQs. CS REP should be able to respond to at least 12% of the total CS email output.
--- GLI Website - CS REP should be able to walkthrough and explain each section via phone or email. Basic use includes full utilization of MyGLI, including Sales Force Resources, Literature Fulfillment, and the online RA Portal.%18696903% %%customer%%

Keywords: Latham Pool Products, Inc, Youngstown , Customer Service Representative, Hospitality & Tourism , Youngstown, Ohio