Job Description

DIVE IN TO A NEW CAREER WITH A LESLIE'S COMPANY: 

International Hot Tubs, Swim Spas & Fireplaces is one of the longest-standing and most expansive dealers of Watkins Wellness® products. We became a part of Leslie's family in March 2021. With trusted brand quality, revolutionary designs, and a wide range of health and wellness benefits, we provide the world's foremost hot tub manufacturer, swim spas, and a wide range of fireplace and heating products from Kozy Heat®, Majestic®, Osburn®, and Valcourt®. As an eight-time Territory Dealer of the Year, National Dealer of the Year, and Multiple Store Productivity Dealer, we know a thing or two about getting our customers top-of-the-line products for their homes.

As a Customer Care Representative, you’ll deliver exceptional customer service by assisting customers via phone, email, and other communication channels. In this role, you’ll answer incoming calls, schedule service appointments, coordinate routing and dispatch, process billing, resolve billing disputes, assist with accounts receivable collections, manage warranty claims, oversee service van inventory, communicate with internal and external customers, assist walk-in customers, and create and process service orders, sales orders, and warranty claims. You’ll play a key role in ensuring every customer interaction is handled with professionalism, accuracy, and care.

Compensation Range: $20.00 - $25.00 /Hourly

Compensation within range to be determined by the applicant’s education, experience, knowledge and skills, as well as internal equity and alignment with market data.

Responsibilities:

• Answer incoming phone calls in a friendly, professional, and timely manner.
• Schedule service appointments and coordinate technician routing and dispatch.
• Process billing, service orders, sales orders, and warranty claims.
• Resolve customer concerns, including billing disputes, warranty issues, and accounts receivable inquiries.
• Follow up with customers and internal departments to ensure timely resolution of issues.
• Provide accurate product and service information while identifying opportunities to recommend additional products or services.
• Assist walk-in customers with their service and product needs.
• Oversee and maintain service van inventory.
• Communicate effectively with customers and internal teams via phone and email.
• Contribute to team projects and complete assigned tasks with accountability.
• Analyze customer feedback and recommend process or service improvements to management.
• Support the team by taking on additional responsibilities as needed.

Competencies:

• Commitment to continuous learning and expanding product, process, and industry knowledge.
• Proficiency with Google Workspace, Microsoft Office, and department-specific systems.
• Strong customer-first mindset with the ability to collaborate effectively as part of a team.
• Excellent organization, attention to detail, and problem-solving skills.

Qualifications:

• Exceptional attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Strong attendance record and dependable work habits.
• Ability to work a flexible schedule, including weekends.
• Customer service experience with strong problem-solving and conflict resolution skills.
• Ability to multitask, document information accurately, conduct web research, and manage multiple priorities in a fast-paced environment.

We offer our employees competitive compensation, extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.

Leslie’s recognizes a critical component to our continued success is our people.  Leslie’s is proud to have a culture of inclusion that seeks to celebrate and embrace the different backgrounds and perspectives that help drive our success and support team members in developing and growing with us. We aim to create a workplace where all team members feel welcomed and valued and inspire each other every day.