Summary
Reporting to the Business Services Manager, Customer Service Representatives (CSRs) are responsible for managing customer communications and ensuring thorough documentation, timely job/task creation, and (ultimately) client satisfaction.
Job Overview
- Job type: Full time
- Work setting: Work from home
- Location: Remote (Worldwide)
- Salary: Competitive pay
- Employer: B&B Pools of the Carolinas, LLC
Responsibilities
Monitor shared inboxes and voice/text channels and provide prompt responses to all incoming calls, texts, and emails regarding service, billing, and general inquiries.
Respond directly to resolve common service and billing issues when possible, and escalate specialized or complex requests to AMs, GMs, or accounting when additional support is required.
Create and update jobs for standard service, remediation, and quote-related requests.
Utilize relevant job templates and include pertinent notes, pictures/videos, and other details/instructions when working with technicians, AMs, and GMs to ensure that all are fully apprised.
Organize all correspondence after resolution so there is a clear history for future reference.
Ensure new customer onboarding forms, approved quotes, ‘unsubscribe’ messages, and kick-back emails are handled appropriately and according to defined company workflows.
Execute repeatable workflows for diagnostic jobs, remediation stops, and quotes so jobs are scheduled, completed, and billed appropriately.
Lead new customer onboarding and ensure customer satisfaction by qualifying new leads, initiating welcome communications and gifting protocols, and collecting customer satisfaction data.
Manage cancellations by gathering feedback, documenting customer and technician notes, ensuring that we’ve done what we can to fix any issues, deactivating routes, and sending final invoices.
Coordinate with accounting on any credits, turn off equipment-specific schedules, and ensure billing is fully stopped when customers cancel their service.
Requirements
- Ability and willingness to learn about pool service best practices via occasional in-field “ride alongs.”
- Sufficient proficiency in technology to capably utilize various software platforms, including (but not limited to): Quo [VoIP+SMS platform], Microsoft 365 [Outlook emails, Word processing, basic Excel analyses, and Teams meetings], and PoolBrain [pool service scheduling and billing platform].
- Strong phone and email communication skills with ability to manage multiple channels (phone, email, text), take ownership, and follow structured workflows and scripts.
- High attention to detail when handling customer requests, always emphasizing the safety for our customers and our team when proposing solutions
- Exceptional interpersonal skills and ability to work as a team with peers to resolve issues.
- Empathetic demeanor and resourceful, proactive approach to identifying customer needs, prioritizing people by providing creative, effective solutions.
- Highly developed sense of integrity and passion for serving others while having fun on the job.
EEO Statement: We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.