Customer Support, Administrative Specialist
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Job Description
Customer Support & Administrative Specialist managing inbound service calls and administrative tasks for a pool service company. Responsible for customer interactions and service scheduling in a remote environment.
Responsibilities:
- Handle a high volume of inbound calls regarding new service, recurring maintenance, and urgent repairs.
- Diagnose pool equipment issues (pumps, filters, heaters) over the phone to ensure technicians arrive with the correct context.
- Act as the first line of defense for service complaints, using critical thinking to de-escalate issues and find "win-win" solutions.
- Draft and send repair estimates quickly and follow up to convert leads into scheduled jobs.
- Use **Skimmer** pool management software to create work orders, optimize routes, and update customer profiles.
- Balance urgent repair needs with recurring maintenance schedules to maximize technician productivity.
- Notify homeowners of ETA changes or delays to maintain a premium service reputation.
- Conduct polite but firm outbound follow-ups via phone, text, and email to collect on unpaid invoices.
- Ensure all service logs and "proof of work" photos from technicians are accurately converted into invoices.
- Assist customers with payment portal troubleshooting and record manual payments.
- Maintain organized digital filing systems and updated customer CRM records.
- Provide input to refine scripts, scheduling cadences, and internal office workflows.
Requirements:
- 3+ years of experience in customer support, administrative roles, or dispatching.
- Fluent English with a neutral accent and exceptional verbal and written communication skills.
- Prior experience in the Home Service industry (HVAC, Plumbing, Landscaping, or Pool services).
- Proficiency with CRM/Scheduling software and G-Suite (experience with Skimmer is a major plus).
- Ability to think on your feet when a schedule changes or a customer is frustrated.
- Self-starter mindset with the ability to work independently in a remote environment.
- High attention to detail and strong organizational discipline.
- Experience in consumer-facing roles dealing directly with homeowners.
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