Customer Service Rep - Pool Industry at Easton Select Group – Easton, Massachusetts

The Customer Service Representative plays a vital role in ensuring customer satisfaction by providing expert assistance and support related to pool products and services. This position involves managing customer inquiries, resolving issues efficiently, and guiding customers through product selections and troubleshooting processes. The representative acts as a liaison between customers and internal teams, facilitating smooth communication and timely resolution of concerns. Success in this role contributes directly to customer retention and the overall reputation of the company within the pool industry. The ideal candidate will be dedicated to delivering exceptional service while maintaining a thorough understanding of pool-related products and industry standards.

The Customer Service Representative is a highly organized, proactive Service Coordinator that serves as the primary link between our clients, our field technicians, and our billing department. This role is the "pulse" of our daily operations, ensuring that pool services, from routine maintenance to emergency repairs, are scheduled, executed, and billed with precision. The ideal candidate thrives in a fast-paced environment and possesses the problem-solving skills to manage the unique seasonal

demands of the Northeast pool industry.

Key Responsibilities

Logistics & Dynamic Scheduling

• Dispatching & Routing: Build and manage the week-to-week service schedule; create efficient technician pairings for daily routes.
• Daily Operations: Build the Daily Service Screen and identify available fleet/trucks each morning to ensure full coverage.
• Field Support: Act as the primary point of contact for technicians via phone/text; dispatch emergency parts or chemical deliveries or to job sites when necessary.
• Project Management Liaison: Field incoming requests from Project Managers to integrate new builds or renovations into the service schedule.

Customer Experience & Communication

• Inquiry Management: Manage high-volume phone, email, and text communications, ensuring all client follow-ups are completed daily.
• Technical Liaison: Work closely with the Service Operations team to provide customers with accurate technical answers regarding their pool systems.
• Issue Resolution: Manage "follow-ups" from start to finish, ensuring no customer concern or equipment failure falls through the cracks.

Billing, Estimating & Material Management

• The Quote-to-Cash Process: Build service estimates and manage the lifecycle of Service Agreements, MCPs, from quoting and payment collection to transitioning them into the weekly service roster.
• Work Orders: Reconcile and close out work orders daily, ensuring all labor hours and materials used are accurately recorded.
• Revenue Recovery: Proactively reach out to customers regarding outstanding balances and overdue invoices.
• Parts Procurement: Identify required parts for specific repairs based on technician feedback and coordinate with the purchasing department to ensure timely ordering.

Documentation & Reporting

• Data Integrity: Maintain meticulous records of all client dialogues and internal communications.
• Reporting: Generate production and "open item" or WIP reports for the management team to identify bottlenecks in service.
• Quality Control: Edit technician completion notes for professional clarity and send automated/manual completion emails to clients.

Other Duties

• Seasonal "Open/Close" Management: Oversee the massive logistics of Spring openings and Fall winterizations (including cover, plug and chemical inventory and safety checks).
• Weather Contingency: Proactively adjust schedules and notify customers when weather (heavy rain/storms) disrupts service routes.
• Inventory Prep: Generate "Pick Lists" for the warehouse team to ensure trucks are loaded with the correct chemicals and equipment before departing.
• Safety Leadership: Ensure all field staff are documenting site safety checks and adhering to company chemical handling protocols.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably within retail or service industries.
• Basic knowledge of pool products, equipment, or maintenance is highly desirable.
• Strong communication skills, both verbal and written.
• Proficiency with computer systems and customer relationship management (CRM) software.

Preferred Qualifications:

• Previous experience working in the pool industry or a related field.
• Technical understanding of pool systems, chemicals, and maintenance procedures.
• Bilingual abilities to support a diverse customer base.
• Experience with inventory management and order processing systems.
• Certification in customer service or related professional training.

This is a full-time, onsite position based at our Easton, MA location.

Skills:

The required communication skills enable the representative to clearly and empathetically interact with customers, ensuring their needs are understood and addressed effectively. Proficiency with CRM and computer systems allows for efficient tracking of customer interactions and order management, which is essential for maintaining service quality. Knowledge of pool products and maintenance helps the representative provide accurate advice and troubleshoot issues, enhancing customer trust and satisfaction. Preferred skills such as bilingualism and technical expertise further improve the ability to serve a wider range of customers and handle complex inquiries. Together, these skills support a seamless customer experience and contribute to the company’s success in the competitive pool industry.