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

About the Role:

The Customer Service Representative in the pool industry 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.

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.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat regarding pool products, services, and maintenance.
• Assist customers in selecting appropriate pool equipment and supplies based on their specific needs and preferences.
• Troubleshoot and resolve customer issues related to product functionality, installation, and maintenance, escalating complex problems to technical teams when necessary.
• Maintain accurate records of customer interactions, transactions, and feedback using CRM software to ensure continuity and quality of service.
• Collaborate with sales, technical support, and logistics teams to coordinate order processing, delivery schedules, and service appointments.
• Provide customers with detailed product information, usage instructions, and safety guidelines to enhance their pool ownership experience.
• Follow up with customers to ensure satisfaction and gather feedback for continuous improvement of products and services.

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.

What We Offer

• 9 paid holidays
• Paid vacation and sick time
• Employer-matched 401(k)
• Employer-paid life insurance
• Optional supplemental life insurance
• Medical, dental, and vision insurance plans

Equal Opportunity Employer Statement

We are proud to be an Equal Opportunity Employer and are committed to fostering a diverse, equitable, and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.