Job Title: Service and Delivery Scheduler (Hot Tubs & Swim Spas)
Location: Rocklin, CA
Job Type: Full-time
Schedule: Monday – Friday, 9:30 AM – 6:00 PM
Compensation: $25 per hour + 5% commission on chemical/filters sold as most customers need this when we’re going out to their location anyway.
About the Role
We are growing our hot tub and swim spa service department and need a strong, technically-minded Service and Delivery Scheduler to support the Service Manager. This is a high-volume, customer-facing role that combines inbound phone support, scheduling, troubleshooting, warranty handling, and light sales of chemical services.
You will be the primary point of contact for service calls, helping customers resolve issues over the phone while coordinating technicians and keeping the department organized in a fast-paced environment. This is not a pure admin position — you will need real technical knowledge of hot tubs and swim spas to guide customers through problems and handle warranty claims effectively.
Key Responsibilities
- Answer high-volume service and delivery calls (including overflow for the Service Manager) and schedule repairs, maintenance, and deliveries
- Troubleshoot hot tub and swim spa issues with customers and technicians over the phone — including water chemistry, electrical, plumbing, pumps, heaters, jets, and controls
- Process warranty claims with major vendors (Master Spas, Bullfrog, Wellis, etc.), including filing claims, coordinating returns of defective parts/products, and managing documentation
- Coordinate technician routes and daily workload across Placer, El Dorado, Sacramento counties, and surrounding areas
- Communicate clearly with customers on timelines, updates, and expectations while de-escalating upset callers
- Sell chemical services and related maintenance products during service calls
- Track service tickets, maintain accurate records in our system, and coordinate parts with the Rancho Cordova warehouse
- Support field technicians with technical questions, job prep, and prioritization of urgent calls
- Help keep the service department organized and running efficiently
Requirements
- Hands-on experience as a hot tub/swim spa service technician, installer, or in a very similar technical customer service role
- Solid working knowledge of plumbing, electrical, and mechanical systems as they relate to hot tubs and swim spas
- Proven ability to troubleshoot and talk customers through common hot tub issues over the phone
- Experience filing warranty claims with manufacturers and handling product returns
- Strong customer de-escalation and communication skills — you stay calm and professional under pressure
- Comfortable in a fast-paced, high-stress environment with heavy phone volume
- Proficient with computers, scheduling software, and service ticketing systems
- Professional phone presence and a customer-first attitude
Preferred Experience
- Direct repair or installation background with hot tubs, swim spas, or similar pool/spa equipment
- Previous experience coordinating or dispatching service technicians
- Background in plumbing, electrical, or mechanical repair industries
This role is ideal for someone who truly understands the technical side of hot tubs and swim spas, enjoys helping customers solve problems, and wants to play a key supporting role for both the Service Manager and our field techs. If you’ve never worked with hot tubs or don’t have troubleshooting experience, this probably isn’t the right fit.
Job Type: Full-time
Pay: $25.00 per hour
Benefits:
Experience:
- Project scheduling: 1 year (Required)
Work Location: In person
