Service Support Representative at Hydrafacial in Long Beach, CA

Summary: Hydrafacial is a global category-creating company focused on innovative beauty health experiences. As a Service Support Representative, you will coordinate service requests, dispatch technicians, and ensure high-quality service delivery while maintaining effective communication between customers and internal teams. Responsibilities: - Accurately receive and document incoming service requests from customers or field staff - Verify the completeness and clarity of the information provided - Assign and dispatch service technicians based on availability, location, skill set, and priority of service requests - Ensure efficient route planning to minimize travel time and maximize productivity - Arrange travel accommodations for technicians traveling to service locations, including flights, hotels, rental cars, and other necessary transportation - Ensure travel plans comply with company policies and budgets - Provide technicians with all relevant travel details and confirmations - Track and monitor the status of each service call throughout the day - Communicate with technicians to ensure jobs are proceeding on schedule - Provide customers with estimated arrival times and updates if there are any delays or changes - Respond promptly to customer inquiries related to service calls - Log all service activities, travel arrangements, and updates in Salesforce - Maintain accurate records of Field Service cases, travel bookings, and case resolution - Collaborate with the Field Service Coordinator to ensure technicians have the necessary parts - Work closely with service manager and Tech Support to address any issues that arise - Prioritize emergency or high-urgency service calls and coordinate rapid response - Ensure all relevant personnel are informed of high-priority jobs - Ensure dispatch activities adhere to safety, regulatory, and company standards - Support compliance with travel policies, and other relevant procedures - Identify opportunities to improve dispatch and travel coordination processes and share insights with management - Participate in training and development to enhance overall dispatch and travel support efficiency - Performs other duties as assigned Required Qualifications: - High school diploma or equivalent - 1+ years of experience in a customer service, service desk, or technical support role - Proficiency with Microsoft Office Suite (Outlook, Word, Excel, Teams) - Familiarity with CRM or help desk software - Ability to learn and adapt to proprietary systems and tools - Basic troubleshooting knowledge of hardware, software, and network connectivity - Production of timely and detailed service reports - Strong verbal and written communication skills - Professional and courteous demeanor with both internal and external customers - Ability to de-escalate challenging situations calmly and effectively Preferred Qualifications: - Experience using CRM software and ticketing systems (e.g., Zendesk, ServiceNow) is preferred Required Skills: Customer service experience, Microsoft Office Suite Important Skills: CRM software proficiency, Technical support experience Nice-to-Have Skills: de-escalate situations Benefits: Medical insurance, Dental insurance, Vision insurance, FSAs, HSAs, Accident insurance, Pet insurance, Company-paid life and AD&D insurance, Company-paid long-term and short-term disability insurance, 401(k) with employer match, Paid time off (PTO), Paid holidays