Service Dispatch Coordinator

Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China. This position is based in Mocksville, NC.

• Serve as the primary point of contact for dealers/builders and internal customers who need to arrange for consumer service.
• Coordinate service activity with dealers/builders, servicers, and consumers.
• Track service activity and provide regular updates to dealers/builders, servicers, and consumers.

• Field service requests from dealers/builders and internal customers whose customers need product repairs.
• For each service request:
  • Assign the service call to a Hayward Authorized Service Center (HASC).
  • Monitor to ensure HASC accepts the service call.
  • Monitor to ensure HASC completes the service call.
  • Update dealer/builder when service call is complete.
  • Contact consumer as needed to collect or share information related to the service call.
• Ensure timely response and follow up through the following:
  • Track service call activity (service call creation date/time, HASC response date/time, expected completion date, actual completion date, etc.)
  • Follow up with HASC as needed for updates.
  • Provide regular updates to dealer/builder and consumer.
• As needed, collaborate with other members of the Tech Service team (Tech Service Representatives, Supervisors, and DTMs) to balance customer service objectives against enforcing warranty guidelines, with a focus on delighting customers and controlling warranty expenses.
  • Assess customer situations case by case to identify the appropriate resolution, offering customers options when possible.
  • Negotiate with customers to resolve issues at the lowest cost possible.
  • Collaborate with District and Regional Technical Managers and trade customers as needed to resolve escalated customer cases.

• Serve as the point-of-contact for Tech Service and Sales field staff who need to place parts orders. This includes creating the orders and providing updates to the requestors.
• Conduct outbound calling campaigns to trade customers to make them aware of upcoming events and sales promotions.

• Required high-school diploma. Preferred 4-year degree or equivalent experience, preferably in a business-related field.
• Preferred 1+ years experience in a customer service or dispatch role, supporting internal and external customers.
• Advanced computer skills including Microsoft Word, Excel, PowerPoint and Salesforce or similar e-mail application. In-depth knowledge of swimming pool products, their application, use & care, and repair.
• Creative thinking and problem solving, customer service focus, collaborating with internal and external business partners, working through others to achieve results, and teamwork.