{"id":3070551,"url":"https://alion.io/job/almost-heaven-saunas-customer-support-agent-2","title":"Customer Support Agent","company":{"id":2566569,"name":"Almost Heaven Saunas","domain":"almostheaven.com","url":"https://alion.io/company/almostheaven","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Holland, United States","Netherlands"],"countries":["US","NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":51000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-22T09:19:35Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-30T05:41:43Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Customer Support Agent\nLocation: Remote/Holland, MI\nPosition Summary\nHarvia 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.\nThe 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.\nAbout Us\nHarvia 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.\nResponsibilities\nAnswer and manage inbound customer phone calls, emails, and live chat inquiries in a professional and timely manner.\nMeet established performance and productivity metrics, service-level expectations, and quality standards as defined by department leadership, while maintaining a high level of customer satisfaction.\nMake outbound calls to customers for follow-ups, account updates, appointment confirmations, service inquiries, and other business needs.\nRespond to customer questions and concerns while providing accurate and helpful solutions to troubleshoot customer issues and determine the appropriate resolution or next steps.\nMaintain a positive, professional, and empathetic attitude during all customer interactions.\nDocument customer interactions, issues, and resolutions accurately in the company’s CRM or customer support system.\nFollow up with customers when additional information or assistance is required.\nEscalate complex or unresolved issues to the appropriate department or supervisor.\nProcess customer requests, account updates, orders, returns, or other transactions as required.\nMaintain knowledge of company products, services, policies, and procedures.\nMeet established customer service, quality, productivity, and response-time goals.\nIdentify recurring customer issues and communicate trends or feedback to management.\nComplete new hire training program within acceptable timeframe as outlined by department leadership.\nAssist with duties as assigned.\nQualifications\nMinimum 1 year customer service, call center/contact center, or support experience preferred. Any college or university credits can be in lieu of experience.\nExcellent verbal and written communication skills with strong active-listening and problem-solving abilities.\nComfortable handling multiple communication channels, including phone, email, and chat with the ability to remain calm and professional when dealing with difficult or frustrated customers.\nStrong computer skills and ability to learn new software and systems quickly. Experience with CRM, ticketing, or customer support software a plus.\nAbility to multitask while maintaining accuracy and attention to detail.\nStrong organizational and time-management skills and team oriented.\nAbility to work independently and take ownership of customer issues.\nBilingual communication skills are a plus.\nHigh school diploma required.\nSupervisor Responsibilities\nNone\nPhysical Requirements & Responsibilities\nAbility to sit and work at a computer workstation for extended periods of time.\nAbility 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.\nAbility to maintain focus and attention while handling multiple customer interactions and tasks throughout the workday.\nReasonable accommodation may be provided for qualified individuals with disabilities to enable them to perform the essential functions of the position.\nFor non-office 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