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Retention & Escalation Specialist
Blue Science, LLC Flower Mound, TX

Retention & Escalation Specialist

Blue Science, LLC
Flower Mound, TX
Expired: over a month ago Applications are no longer accepted.
  • $28 to $31 Hourly
  • Vision , Medical , Dental , Retirement
  • Full-Time
Job Description

Blue Science is one of America’s largest, most experienced, and most awarded pool service companies. We service customers in all the major Texas and Florida Metro Areas. Founded in 2007, Blue Science is family owned and operated, with a strong commitment to bringing our customers pool care and craftsmanship they can rely on now, and in the future. As a rapidly growing organization, Blue Science is looking for an individual to join our team who has a positive attitude, strong work ethic, and exceptional customer service skills.

As a Retention/Escalation Specialist with Blue Science, you will focus your attention on saving customers and handling escalations. The main objective of this position is to take calls from angry/upset customers who are trying to cancel their service, and utilize your skill set to save the customer and resolve their concerns. This is a high-stress position that requires someone with exceptional customer service and sales skills. You must be able to de-escalate angry customers and provide creative solutions that meet with company standards and goals and also satisfy the customer. The ideal candidate will be an incredibly strong problem-solver who is compassionate, kind, strong, and genuine in their communication and has strong sales skills in order to save customers.

We have a fantastic team and culture here, and we are very picky about who we hire. That’s on purpose! We want everyone to enjoy the environment and have a great camaraderie and we only choose exceptional people who want to work hard, be high-performance, and enjoy a fantastic working environment!

This position will be in the office at our headquarters, located in Flower Mound, TX.

Job Description

  • Take calls from customers who are trying to cancel their service and resolve their concerns to keep them happy and on service.
  • Be willing and able to handle upset, escalated customers and successfully resolve their concerns to keep them a Blue Science customer!
  • Must be willing and able to overcome customer objections; sales skills are necessary!
  • Listen to customer complaints and work with the Inside Sales Manager and Customer Service Manager on resolutions as needed.
  • Be a listener who is service minded.
  • Coordinate with field staff to make sure your promises to the customer are kept!
  • Complete additional daily and weekly tasks as assigned.

Required Skills / Abilities

  • 3+ Years in retention, complex escalation resolution, or advanced phone sales.
  • Excellent communication skills.
  • Outstanding computer skills; thorough knowledge of Windows, internet browsers, and prior experience in CRM’s.
  • Home-row typer (not hunt and peck) with typing speed of 50+ WPM.
  • Strong knowledge of Microsoft Excel, Word, and Outlook.
  • Must be a self-starter and able to handle a fast-paced, high-stress environment.
  • Must take ownership of your own actions.
  • Reliable, dependable, hard-working, and flexible. There may be times we ask you to stay late or come in early! This is a team-oriented environment! We win and lose together!
  • Incredible phone presence; professional yet personal, lively, upbeat, friendly, and willing and able to overcome customer objections and make customers feel good.

Education and Experience

  • High school diploma / GED
  • College degree preferred but not required


  • Monday-Friday 9 AM – 6 PM
  • Occasional Saturday (1-2 a month) 9 AM – 2 PM


  • Weekly Pay Direct Deposit
  • Blue Cross Blue Shield Healthcare, Dental, Pharma, and Vision Insurance
  • 401(k) Retirement plan with a 4% Company Match
  • Profit Sharing


  • Base Comp: $65,000 per year. Hourly pay, overtime potential!
  • Significant bonus – Total Comp Potential $80,000-$95,000+

Qualifying candidates must be able to pass a background and drug screen prior to being hired. It is the policy of Blue Science Pools to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.


Blue Science, LLC

Flower Mound, TX
75028 USA



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