The Customer Support Agent will manage inbound and outbound communications across phone, email, and chat to provide product support and resolve customer issues. They are responsible for documenting interactions in the CRM, meeting performance metrics, and escalating complex inquiries to management.
Customer Support Agent
Location: Grand Rapids/Remote
Position Summary
Harvia is seeking a Customer Support Agent to provide professional, knowledgeable, and responsive support to our customers across phone, email, and chat. This role serves as a key point of contact for customer questions, product support, order assistance, and issue resolution.
The ideal candidate is a strong communicator and problem solver who is comfortable managing multiple priorities, learning technical product information, and taking ownership of customer needs from initial contact through resolution. This position works closely with internal teams to ensure customers receive accurate information, timely follow-up, and a consistently positive experience.
About Us
Harvia is the world’s leading provider of sauna and wellness solutions. With roots in Finland and customers in over 90 countries, we combine tradition, innovation, and sustainability to foster well-being for people around the globe. At Harvia, you will join an international group characterized by a strong entrepreneurial spirit, dedicated employees, and a clear ambition to continue leading the way in the sauna and spa industry.
Responsibilities
Answer and manage inbound customer phone calls, emails, and live chat inquiries in a professional and timely manner.
Meet established performance and productivity metrics, service-level expectations, and quality standards as defined by department leadership, while maintaining a high level of customer satisfaction.
Make outbound calls to customers for follow-ups, account updates, appointment confirmations, service inquiries, and other business needs.
Respond to customer questions and concerns while providing accurate and helpful solutions to troubleshoot customer issues and determine the appropriate resolution or next steps.
Maintain a positive, professional, and empathetic attitude during all customer interactions.
Document customer interactions, issues, and resolutions accurately in the company’s CRM or customer support system.
Follow up with customers when additional information or assistance is required.
Escalate complex or unresolved issues to the appropriate department or supervisor.
Process customer requests, account updates, orders, returns, or other transactions as required.
Maintain knowledge of company products, services, policies, and procedures.
Meet established customer service, quality, productivity, and response-time goals.
Identify recurring customer issues and communicate trends or feedback to management.
Complete new hire training program within acceptable timeframe as outlined by department leadership.
Assist with duties as assigned.
Qualifications
Minimum 1 year customer service, call center/contact center, or support experience preferred. Any college or university credits can be in lieu of experience.
Excellent verbal and written communication skills with strong active-listening and problem-solving abilities.
Comfortable handling multiple communication channels, including phone, email, and chat with the ability to remain calm and professional when dealing with difficult or frustrated customers.
Strong computer skills and ability to learn new software and systems quickly. Experience with CRM, ticketing, or customer support software a plus.
Ability to multitask while maintaining accuracy and attention to detail.
Strong organizational and time-management skills and team oriented.
Ability to work independently and take ownership of customer issues.
Bilingual communication skills are a plus.
High school diploma required.
Supervisor Responsibilities
None
Physical Requirements & Responsibilities
Ability to sit and work at a computer workstation for extended periods of time.
Ability to occasionally stand, walk, bend, reach, and move around the office as needed, may be required to lift and carry light office materials or equipment, generally up to 30 pounds.
Ability to maintain focus and attention while handling multiple customer interactions and tasks throughout the workday.
Reasonable accommodation may be provided for qualified individuals with disabilities to enable them to perform the essential functions of the position.
For non-office employees, must have a quiet working environment with reliable internet access.
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