Technical Customer Care Representative - Custom Saunas

Join Sunlighten's Team as a Custom Technical Customer Care Representative, where we are revolutionizing wellness through our innovative custom saunas. As a Custom Customer Care Rep., you will take/respond to phone calls from Sunlighten customers regarding any questions about their custom sauna, diagnose any issues, and find a solution. You are at the forefront of delivering exceptional service to our esteemed custom sauna clientele and will become an integral part of their wellness journey. You will communicate with customers by phone, email, and online chat concerning orders, product returns, and will walk customers through installation and assembly of the sauna product components. After becoming an expert on Sunlighten saunas, you will use your in-depth knowledge to provide effective customer service for all customers! 

For over 20 years, Sunlighten has been the leader in infrared saunas, which have been shown through clinical trials to help people feel better and achieve their health and wellness goals. Because the health and wellness industry is on pace to generate over 4 trillion dollars globally this year, Sunlighten continues to grow rapidly and we are expanding in new markets globally.

Duties/Responsibilities: 

• Become an expert on Sunlighten's custom sauna offerings, understanding the intricacies of each product to provide accurate information and recommendations to custom sauna customers  
• Provides timely and accurate information to incoming customer order status and product knowledge requests, assist customers with technical troubleshooting of products, and strive for one-point call resolution 
• Processes customer orders/changes/returns according to established department policies and procedures. 
• Provides timely feedback to leadership regarding service failures or customer concerns 
• Partners with the sales and logistics teams to meet and exceed customers’ service expectations 
• Use CRM to process and resolve customer cases in a timely and efficient manner 
• Actively seek feedback from customers to identify areas for improvement and contribute ideas for enhancing our custom sauna experience 
• Performs other duties as assigned 

Requirements

• 1+ year of experience in a technical troubleshooting role: Help Desk, website, digital/wireless devices, and/or apps
• 1+ year of experience working with systems such as: Microsoft Office Suite, Windows, Netsuite and/or Salesforce
• Associates Degree
• High School Diploma + relevant work experience will be considered
• Must reside in or be willing to commute to the Lenexa, KS area
• Strong time-management skills
• Ability to manage and process multiple tasks simultaneously
• Strong technical abilities and problem-solving skills
• Strong communication skills
• Strong customer service skills

Benefits

Compensation:

This is a full-time, hourly role and our compensation depends on your experience, but ranges from $17-19/HR

Benefits:

• Health, Dental, and Vision Insurance
• Life and Short-Term Disability Insurance
• 401(k), with Company Match
• Profit Sharing
• Paid Holidays and Paid Time Off
• Flexible Spending Account (health care and dependent care)
• Professional Development and Tuition Reimbursement
• Associate Discounts on Saunas, Spa Products and Day Spa Services
  

Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.