Customer Care at Noritz America Corporation

Fountain Valley, California, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Sep, 26

Salary

25.0

Posted On

02 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Troubleshooting, NetSuite ERP, Call Handling, Written Communication, Verbal Communication, Conflict Resolution, Active Listening, Data Entry, Time Management

Industry

Wholesale Building Materials

Description

Noritz America On-Site Customer Care Agent - Residential Tankless Water Heating ( Fountain Valley, CA ) JOB DETAILS: * LOCATION: Fountain Valley, CA ( Onsite ) * PAY RATE: $20.00-$25.00 / hr., based on experience * TYPE: Permanent + Benefits * SHIFT: Mon - Fri, 8:00 AM - 5:00 PM ( Mon - Thurs onsite; Fridays remote) +4-6 hrs one Sat/month (after training) * REPORTS TO: Customer Care Manager Noritz America Corporation is a leading provider of high-efficiency tankless water-heating solutions for both residential and commercial applications. Founded in Japan with over 60 years of innovation in water-heating technology, Noritz expanded to North America in 2004 to bring its advanced, eco-friendly systems to new markets. We engineer compact, reliable, and energy-efficient products that deliver on-demand hot water while reducing environmental impact. Known for our quality, durability, and industry-leading warranty support, Noritz proudly serves homeowners, professional installers, and commercial partners across the U.S. and Canada. We are looking for an ONSITE Customer Care Agent to join our amazing team. ESSENTIAL DUTIES: * Accepts and places calls to/ from our customers regarding tankless water heating issues; * Follows a workflow step plan in an effort to help callers diagnose, troubleshoot and resolve problems; * Uses a computer to enter critical information into a customer information system ( NetSuite ERP) i.e.: date, time, stated problem, error codes, parts ordered, service scheduled, etc., * Demonstrates a sense of urgency when coordinating service appointments or ordering parts; * Uses a combination of technical resources while speaking with customers on the phone; * Demonstrates professionalism in written and verbal communications, ensuring understanding and clarity on all sides; * Uses good judgment to escalate issues beyond their level of knowledge or understanding; * Reprioritizes accordingly based on changing status of urgency in accordance with needs of business; REQUIREMENTS FOR CONSIDERATION: * MUST be of legal hiring age and authorized to work in the US without sponsorship; * MUST possess High School Diploma, GED or equivalent; * MUST have a work history that demonstrates longevity in customer service roles within a fast-paced environment; * MUST be able to read and apply technical information and enter accurate notes while engaging the customer via phone; * MUST be willing and able to receive and make a high volume of calls in a fast-paced, highly charged environment; * MUST demonstrate professionalism in written and verbal communications, even when dealing with upset customers; * MUST be an attentive, empathetic and observant listener, and be able to explain things in a way that confirm understanding; * MUST be able to work a designated onsite shift and participate in a 4-hour "on-call" rotation (1 Saturday per month); * MUST be self-aware, assertive, accountable and able work well both collaboratively and independently; * SUBJECT to successful completion of standard background / drug screen WORK ENVIRONMENT: Onsite in a well-lit, well-ventilated and cheerful office atmosphere BENEFITS: * PPO Medical, Dental, Vision, Ortho, & Prescription Insurance * Flexible Spending Accounts (FSA) for health and dependent care * 401K Plan with a 100% match on employee's contribution, up to a max of 6% * Employee Purchase Programs for discounts on Noritz products * 10 paid holidays per calendar year TO APPLY: Submit an application and current resume. Thanks! Noritz America is an equal opportunity employer.

Responsibilities

The agent handles incoming and outgoing calls to help customers diagnose and resolve residential tankless water heating issues. They are responsible for documenting critical information in NetSuite ERP and coordinating service appointments or parts orders.