About the Role
We are seeking a highly capable and customer-focused Customer Service Representative to serve as a critical frontline and escalation point within our organization. This is not an entry-level support role—this position is responsible for managing complex customer interactions, resolving escalated concerns, and ensuring a consistently high standard of service across all touchpoints. We are looking to add our last Customer Service Representative to our growing team, is that you?
As one of the first and most frequent points of contact for our customers, you will represent the company’s professionalism, responsiveness, and commitment to excellence. You will handle a high volume of inquiries while also stepping in to de-escalate situations, troubleshoot issues, and provide clear, confident solutions.
In addition to customer interaction, this role plays a key part in coordinating communication between customers, service technicians, and internal departments—ensuring accuracy, efficiency, and accountability throughout the customer experience.
Key Responsibilities
- Deliver high-level customer service via phone, email, and live chat, with a focus on resolution and customer satisfaction
- Serve as an escalation point for complex or sensitive customer issues, taking ownership through to resolution
- Manage multiple customer interactions simultaneously while maintaining accuracy, professionalism, and attention to detail
- Address and resolve inquiries related to pool services, maintenance schedules, billing concerns, and account management
- De-escalate challenging situations with confidence, empathy, and a solution-oriented mindset
- Accurately document all customer interactions, updates, and service details within internal systems
- Coordinate effectively with service technicians and internal teams to ensure timely and accurate service delivery
- Identify recurring issues or process gaps and communicate insights to leadership for continuous improvement
- Maintain composure and efficiency in a fast-paced, high-volume environment with time-sensitive demands
Required Skills & Qualifications
- Proven experience in customer service, client support, or a similar role involving escalations
- Strong attention to detail and exceptional organizational skills
- Ability to multitask at a high level without compromising quality or accuracy
- Excellent written and verbal communication skills, with the ability to communicate clearly under pressure
- Strong problem-solving skills and the ability to think critically in real time
- Fast and accurate typing skills with experience in data entry and CRM systems
- Comfortable learning and navigating new tools, systems, and processes quickly
- Professional, confident demeanor with the ability to manage difficult conversations effectively
Ideal Candidate
The ideal candidate is dependable, proactive, and thrives in a dynamic, fast-paced environment. You are someone who doesn’t shy away from difficult conversations, but instead sees them as opportunities to build trust and deliver exceptional service.
You take ownership of problems, communicate clearly across teams, and stay organized even when priorities shift. If you enjoy solving complex issues, supporting both customers and internal teams, and playing a key role in elevating the customer experience, this position is an excellent fit.
Job Type: Full-time
Pay: $22.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
