Customer Service Lead

2 weeks ago

Kitchener, Canada Cottage Dream Vacations Full time

**Customer Service Lead**
**Canadian Hot Tubs Inc. - Kitchener, ON**
**Full-time | $60,000-$65,000 a year | Monday to Friday**

**About Us**
At **Canadian Hot Tubs Inc.**, we design and build premium handcrafted cedar hot tubs for customers across North America. We’re known for exceptional craftsmanship, reliable support, and a team that genuinely cares. As we grow, we're looking for a **Customer Service Lead** who combines strong technical know-how with outstanding communication skills to support our customers and help drive our success.

**About the Role**
If you’re someone who enjoys solving problems, helping people, and working with your hands, this could be the perfect fit.

**What You'll Do**
- Diagnose and repair technical issues, including mechanical, electrical, and plumbing components
- Build spa packs for custom hot tubs independently with attention to detail and accuracy
- Schedule and complete service appointments, ensuring you’re fully prepared with the right tools and parts
- Perform routine maintenance and educate customers on proper care and usage of their hot tubs
- Document all service calls and maintain accurate customer records
- Collaborate with sales and production teams to improve service experience and share customer feedback
- Recommend maintenance plans or product upgrades when appropriate
- Stay current with hot tub technology, water chemistry, and industry best practices

**What We’re Looking For**
- Excellent communication skills—verbal, written, and interpersonal
- Strong technical problem-solving ability
- Experience in hot tub or pool maintenance is a strong asset
- Familiarity with water chemistry and balancing chemicals
- Ability to manage inventory, tools, and service logs
- Proficiency with Microsoft Outlook, Word, and Excel
- Self-motivated, detail-oriented, and organized

**Nice to Have**
- Experience building spa packs or similar equipment
- Comfort using digital tools for service tracking and customer communications
- Upselling or service plan recommendation experience

**Why Join Us?**
- **Competitive salary**: $60,000-$65,000 per year
- **Comprehensive benefits**:

- paid by the company
- **Paid time off**:

- **On-site parking**:

- **Growth opportunities**: We’re expanding, and we prioritize internal promotions
- **Supportive culture**: Your skills and input are truly valued

**Location**: On-site at our production facility — **Unit 15, 330 Gage Avenue, Kitchener, ON**

**How to Apply**

Pay: $60,000.00-$65,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off

Work Location: In person

Expected start date: 2025-08-11

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