Service Coordinator

Do you thrive in a fast-paced environment where you can make a difference every day by solving complex problems and providing an exceptional customer experience? If you want to work for a great company where you will have the opportunity to advance your career, join our growing team as a Pool Service Coordinator.

Main duties:

You will be the client’s point of contact once their dream pool/backyard is completed for any questions regarding equipment warranties, finishes, and/or general issues.

The last process in the pool construction/remodel is the “Fire Up” process. This means the pool is now ready to be handed over to the client. They need to sign equipment/material warranties and they will need to be set up with “Pool School”.

Help customers have the best possible experience by meeting their needs.

Additional duties include:

Besides turning over a new built pool or a remodeled pool, you will be the point of contact for any Warranty or material/aesthetic issues the clients may have after construction. You will be expected to be able to escalate issues appropriately and utilize platforms to complete compliance-regulatory requirements, resolve and document troubleshooting issues and improve the overall Customer experience.

• Drives Customer satisfaction as a first point of contact through pro-active, professional communication and commitment to resolving Customer’s issues/problems expediently.
• Manages time effectively by prioritizing Customer and business needs and schedules autonomously to complete PM performance, service calls, warranty calls, equipment installations, field upgrade programs and other duties.
• Customer and team engagement experience.
• Basic computer skills (MS windows/email, navigation, mobile app, data input into systems).
• Effective written and verbal communication skills.
• Superb listening skills with the ability to overcome customer's initial concerns and objections.
• Handle each call with empathy, compassion, and professionalism to ensure the best customer experience possible.
• Influence customers to recognize the value of our warranty. Educate the customer to understand the risks associated with canceling their warranty.

Qualifications:

• Retention/Sales experience of at least 2 years (a plus)

• Customer Service experience of at least 2 years (a plus)

• Strong written and oral communication skills

• Talent for multitasking; typing while talking to customers

• Proficient with computers, strong keyboarding skills

• An aptitude for problem-solving and handling objections

• Attention to detail