Customer Solutions Specialist

Poolsure, an Aquasol Company, is searching for a Customer Solutions Specialist to join our growing team. This role is ideal for someone who is passionate about delivering exceptional customer service, building strong relationships, and finding effective solutions to customer needs. As a key member of our team, you will serve as a primary point of contact for customer inquiries, priority accounts, service requests, and order support. You will work closely with our Operations, Dispatch, Sales and Field Service teams to ensure timely communication, efficient issue resolution and an outstanding customer experience.

Responsibilities:

• Respond to incoming phone calls, emails, and customer inquiries professionally and promptly
• Serve as the primary point of contact for assigned priority customer accounts, building strong relationships that promote customer satisfaction and retention
• Address customer concerns and coordinate with the appropriate departments to ensure timely and effective resolution
• Maintain a positive, professional, and solution-oriented approach in all customer interactions
• Process customer orders, service requests and delivery schedules accurately and efficiently
• Collaborate with Operations, Dispatch, Sales, and Field Service teams to coordinate customer needs and ensure seamless service delivery
• Monitor order status, deliveries, and service requests, proactively communicating updates and potential delays to customers
• Assist with scheduling service appointments and coordinating emergency service requests as needed
• Maintain accurate customer account information and documentation within the company's ERP/CRM systems
• Follow up with customers to confirm issues have been resolved and expectations have been met
• Identify recurring customer concerns and recommend opportunities for process improvements
• Escalate complex issues to the appropriate departments while maintaining ownership of the customer experience
• Prepare reports, correspondence, and customer documentation while maintaining organized and accurate records

Qualifications:

• High school diploma or GED required
• Two or more years of customer service, account coordination, and/or administrative experience preferred
• Experience in distribution, logistics, manufacturing, chemical delivery, commercial aquatics or other service-based industries preferred
• Excellent verbal and written communication skills, with the ability to interact professionally with customers and internal teams
• Strong customer service and relationship-building skills, with a commitment to delivering a positive customer experience
• Exceptional organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment
• Strong problem-solving and critical-thinking skills, with the ability to identify issues and coordinate effective solutions
• High attention to detail and accuracy when processing orders, maintaining records, and managing customer accounts
• Ability to collaborate effectively across multiple departments and manage competing priorities
• Proficiency with computers and the ability to learn and navigate ERP/CRM systems and other business software

About Poolsure:

Poolsure is a leading provider in the commercial and municipal swimming pool industry, offering advanced chemical controllers, chemical feed equipment, maintenance and repair services, training, and bulk chemical deliveries. With operations across Texas, Arizona, Louisiana, Mississippi, and Central to Northeast Florida, we are dedicated to ensuring the safe and enjoyable use of aquatic facilities. Our team is made up of highly skilled professionals who are passionate about what they do, committed to excellence, and driven to provide innovative solutions to our clients. Join us and be part of a company that values professionalism, teamwork, exceptional customer service, and the continuous growth and development of our employees.