Customer Service Representative
2 days ago
Job Description: Customer Experience Advocate / Bilingual / Hybrid
At Northern Saunas, we design wellness solutions that inspire healthier living and create moments of connection—with oneself and with loved ones. By bringing the timeless Scandinavian tradition of sauna therapy into homes and businesses across North America, we help people cultivate balance, self-care, and togetherness in their lives.
We’re guided by the values of humility, proactivity , and a relentless pursuit of excellence , and we’re looking for someone who shares these principles. If you value meaningful work, excel at solving problems, and thrive in a team dedicated to creating exceptional experiences, this could be the perfect role for you.
What You’ll Do
As a Customer Experience Advocate, you’ll assist customers with their orders, provide assembly and technical support, and ensure they receive the best possible experience with our products. From resolving issues to answering detailed questions, your goal will be to make every customer interaction seamless, supportive, and memorable.
This is a hybrid role, offering a competitive base salary ($27/h - $30/h) with performance bonuses and opportunities for growth.
Key Responsibilities
- Customer Assistance:
- Respond to inbound calls and inquiries regarding order status and tracking.
- Provide guidance on assembly, electrical specifications, and installation requirements.
- Resolve customer issues related to missing, damaged, or defective parts and escalate complex cases to the appropriate technical resource.
- Order Management:
- Process returns, refunds, and exchanges with a focus on customer retention.
- Place and track new orders in the inventory system and capture payment balances.
- Ensure all customer interactions and resolutions are documented for follow-up.
- Problem Solving & Support:
- Communicate delivery details clearly and help customers prepare for shipments.
- React swiftly and effectively to unexpected delivery challenges.
- Regularly gather feedback to identify service improvements and maintain high satisfaction levels.
Who You Are
We’re looking for someone who balances technical skills with a passion for customer care. You’ll thrive in this role if you:
- Are perfectly bilingual (English and French) and have excellent communication skills.
- Have strong organizational skills and pay attention to detail.
- Are comfortable addressing technical inquiries about assembly, electrical components, and installation.
- Approach challenges with warmth, empathy, and resourcefulness.
- Excel in multi-tasking and staying organized in a dynamic environment.
- Are tech-savvy and eager to learn new tools and processes.
- Experience with inventory systems, troubleshooting, or customer service management is a plus.
- Active Lifestyle Enthusiast : If you have a Strava account , let us know We’d love to see how wellness fits into your life.
Why Join Us?
At Northern Saunas, you’ll be part of a team passionate about wellness, connection, and making a difference. We offer:
- Competitive compensation with performance bonuses.
- A hybrid work environment balancing in-person and remote work.
- A supportive team with opportunities for personal and professional growth.
- A chance to represent authentic Scandinavian craftsmanship in a thriving industry.
Ready to bring your skills to a role that blends technical expertise with meaningful customer interactions? We’d love to hear from you
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