Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support customers in Charlotte, North Carolina by providing knowledgeable assistance on pool and spa equipment questions and concerns. This Long-term Contract position is ideal for someone who combines strong customer care skills with technical troubleshooting ability and can explain solutions in a clear, reassuring manner. The person in this role will help strengthen the customer experience by resolving issues efficiently, guiding consumers through product-related challenges, and collaborating with internal teams when more advanced support is needed.

There are multiple shifts that we are recruiting for within the hours of 8 am - 8 pm.

Responsibilities:

• Provide phone-based support to customers by addressing product questions, diagnosing common equipment concerns, and guiding them toward effective resolutions.

• Build and maintain working knowledge of pool and spa product lines, support resources, and service procedures to deliver accurate information during each interaction.

• Investigate reported issues involving mechanical, electrical, or hydraulic components and determine appropriate next steps based on available troubleshooting information.

• Handle customer concerns, complaints, and service-related disputes with professionalism, empathy, and close adherence to company standards.

• Manage assigned cases independently while also partnering with teammates to resolve more complex service matters in a timely manner.

• Route unresolved or advanced technical problems to higher-level support or leadership when additional expertise is required.

• Communicate clearly with both consumers and industry professionals, ensuring technical guidance is easy to understand and properly documented.

• High school diploma required; an associate degree is preferred.
• Prior experience in customer service, call center support, or a similar inbound service environment.
• Technical familiarity with troubleshooting or repairing mechanical, electrical, or hydraulic systems is strongly preferred.
• Ability to identify problems, evaluate available resources, and apply sound diagnostic thinking to customer-reported issues.
• Strong verbal and written communication skills, with the ability to explain technical information to a range of audiences.
• Demonstrated patience, empathy, and professionalism when supporting customers through service concerns.
• Strong attention to detail, adaptability, and the ability to work effectively both independently and as part of a team.