Customer Service Representative (Product Support)

The Customer Service Representative provides responsive customer service and entry-level technical support for our multi-sensory wellness equipment, including infrared saunas, cryotherapy pods, and infrared therapy devices. The position answers customer questions, documents service activity, performs basic troubleshooting, and coordinates with internal teams when an issue requires additional expertise. The position is designed for an individual who can learn the company’s products, systems, and service procedures through hands-on experience. This position reports to the Customer Service Manager.

This job will require a background check prior to hire.

Duties and Responsibilities:

1. Respond promptly and professionally to customer inquiries received by phone, email, or the company’s ticketing system.

2. Gather relevant information, ask appropriate questions, and document customer concerns accurately.

3. Guide customers through approved troubleshooting steps for basic product, hardware and software issues.

4. Use product documentation, training materials, knowledge bases and other approved resources to identify solutions.

5. Create, update and maintain complete customer and service records in HubSpot, Sage 100 and other assigned systems.

6. Track open issues from initial contact through resolution and follow up with customers to confirm that the issue has been resolved.

7. Escalate complex, safety-sensitive, or unresolved issues to the appropriate employee or department in accordance with company procedures.

8. Perform basic product inspections, repairs, component replacement, and testing after completing required training.

9. Assist with on-site customer service or product service assignments as directed.

10. Prepare clear service notes, reports, and technical documentation.

11. Communicate recurring product concerns and customer feedback to the appropriate internal teams.

12. Work collaboratively with Customer Service, Technical Service, Sales, Operations, and other departments.

13. Follow company safety procedures, product-service instructions, and quality standards.

14. Perform other related duties consistent with the position’s purpose and level of responsibility.

Required Skills and Qualifications:

High school diploma or equivalent, or an equivalent combination of education and relevant experience.

Strong customer-service skills and the ability to communicate clearly and professionally in person, by telephone, and in writing.

Basic computer proficiency, including the ability to learn customer relationship management, ticketing, and business software.

Ability to follow written procedures, use available resources, and learn basic technical troubleshooting and repair processes.

Strong attention to detail and the ability to organize work, prioritize multiple assignments, and meet follow-up commitments.

Ability to work effectively both independently and as part of a cross-functional team.

Preferred Qualifications

Up to one year of customer service, technical support, product repair, or related experience.

Experience using HubSpot, Sage 100, or a similar customer service, ticketing, or business system.

Experience with Microsoft Office applications.

Working Conditions:

Work is performed on site in office and warehouse environments.

The position regularly uses a computer and telephone and may involve extended periods of sitting or standing.

The position may occasionally require walking, bending, reaching, handling product components and tools, and assisting with product inspection or repair.

The employee must be able to perform the position’s essential functions with or without reasonable accommodation.

This job description identifies the position’s primary duties and qualifications and is not an exhaustive list of every responsibility. Duties may be modified or assigned based on business needs.

Pay: $20.00 - $24.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Paid time off
• Parental leave

Application Question(s):

• What do you enjoy most about helping customers over the phone?

Work Location: In person