The Helpline Specialist serves as a key point of contact for consumers, ensuring a high standard of service delivery by delivering clear, professional, and timely assistance. Responsibilities include logging consumer interactions, diagnosing product or usage issues, offering step-by-step solutions, and escalating unresolved or technical matters to the appropriate departments when required. The role also involves educating customers and consumers on best practices for pool care and product usage, maintaining up-to-date product knowledge, and adhering to company service standards and procedures. The Helpline Specialist is expected to manage multiple cases efficiently, demonstrate strong communication and problem-solving skills, and contribute to a positive consumer experience while supporting brand loyalty.
- Consumer Care
Provide prompt, accurate, and courteous responses to consumer inquiries via the HTH and Kreepy Krauly Helpline, email, and other communication channels, whereby assisting consumers with troubleshooting, problem-solving, and guidance on HTH and Kreepy Krauly concerns, products, as well as general pool care.
- Record Keeping
Record and track all consumer complaints in Salesforce and/or other tracking systems, escalating issues to the Team Lead / Quality Department for further investigation and ensuring consumers receive timely updates.
- Ensure adequate coverage for department operations through adherence to assigned schedule and excellence in time/project management.
- Participate in, and support, product education by participating in and/or providing training on HTH and Kreepy Krauly product portfolios and processes to internal teams and strategic partners.
- Meet department goals/objectives for quality performance set by Manager.
- Identify trends in consumer feedback and provide insights to Manager for review.