Office Manager in Roswell, Georgia at Pool Brands LLC

At Yummy Pools, we’re not just cleaning pools - we’re creating crystal-clear backyard escapes our customers enjoy every day. Serving the Atlanta Metro, we’ve built a reputation for reliable, high-quality pool maintenance, repair and customer care.

As our team continues to grow, we’re looking for a strategic, people-focused leader who can develop a high-performing customer service team while driving satisfaction, retention and operational efficiency.

Yummy Pools is seeking an experienced, organized and customer-focused Customer Service Manager to lead our Account Management team in Roswell, GA. Reporting directly to the General Manager, this role is responsible for overseeing the end-to-end customer experience, developing Account Managers and ensuring customers receive timely, accurate and professional support.

The Customer Service Manager will work closely with field operations, finance and leadership to improve customer retention, service resolution, billing accuracy and overall account performance. This role is ideal for a strong people leader who enjoys coaching teams, analyzing performance and finding solutions that improve both the customer and employee experience.

• $60-65K annual base salary

• Performance bonus eligibility

• Weekly pay

• Medical, dental and vision insurance

• Paid time off

• Paid holidays

• Life insurance

• Company equipment

• Exclusive employee deals via LifeMart

• Professional development and leadership opportunities

• Career progression and opportunity to grow with the company

• Lead, coach and develop a team of Account Managers responsible for supporting active pool service customers.

• Oversee the customer experience from onboarding through ongoing maintenance, repairs and account support.

• Establish clear expectations and hold the Account Management team accountable for customer service and performance standards.

• Track and analyze key performance indicators including customer satisfaction, retention, service resolution times, billing accuracy and account performance.

• Partner with field operations to ensure customer expectations align with technician schedules, routes and service delivery.

• Identify recurring customer concerns, service issues and account trends and implement solutions to improve the overall customer experience.

• Serve as the primary escalation point for complex customer concerns, service complaints and billing disputes.

• Ensure escalated issues are resolved promptly, professionally and with a customer-focused approach.

• Collaborate with finance and operations to ensure customer billing is timely and accurate.

• Implement and oversee quality control processes related to customer communication, account management and service follow-up.

• Review customer feedback and use trends and performance data to identify opportunities for process improvement.

• Support Account Managers with difficult customer conversations, problem-solving and service coordination.

• Foster a positive, collaborative team environment focused on accountability, communication and continuous improvement.

• Collaborate with the General Manager and senior leadership on customer experience strategies and branch initiatives.

• Support cross-functional projects designed to improve customer retention, operational efficiency and overall service quality.

• 3+ years of experience in customer service management, account management leadership or a similar customer-facing leadership role.

• Bachelor’s degree in Business, Communications or a related field preferred; equivalent professional experience will be considered.

• Proven ability to lead, coach and develop high-performing customer service or account management teams.

• Strong customer service and conflict-resolution skills with experience handling escalated customer concerns.

• Experience tracking and managing KPIs related to customer satisfaction, retention, service resolution and team performance.

• Strong analytical and problem-solving skills with the ability to turn customer and performance data into actionable improvements.

• Excellent written and verbal communication skills.

• Highly organized with the ability to prioritize multiple customer and operational needs in a fast-paced environment.

• Proficiency with CRM systems, performance tracking tools and customer management software.

• Comfortable collaborating across field operations, finance, billing and leadership teams.

• Experience within the pool service, home service or recurring route-based service industry preferred.

• Comfortable working in a hybrid environment with occasional visits to customer locations or field operations throughout the Atlanta area.

• Flexibility to assist with urgent customer escalations outside of standard business hours when necessary.

Yummy Pools is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you require a reasonable accommodation during the application or interview process, please inform your recruiter.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Employment is contingent upon the successful completion of a Motor Vehicle Record check and verification of eligibility to work in the United States.