Customer Service Representative

Customer Service Representative

Coastal Pools

About Coastal Pools

Coastal Pools is one of the area's leading custom pool builders, dedicated to creating an extraordinary experience for our customers. We build quality pools, provide exceptional service, give back to the communities where we work and live, and foster a culture of opportunity and growth for our Associates throughout their careers.

Recognized as 2025 & 2026 Best of Annapolis & Eastern Shore , Coastal Pools consistently ranks among the top pool builders in the region. We're growing-and we're looking for a highly responsive, customer-focused professional to help make every customer's first experience with Coastal Pools exceptional.

The Role at a Glance

As a Customer Service Representative , you are the first voice of Coastal Pools and the front door to our customer experience.

You'll turn inquiries into appointments and great first impressions into lasting customer relationships. You'll manage incoming leads, respond quickly, follow up consistently, and deliver a white-glove experience from the very first interaction.

This is a highly visible role that sits at the intersection of customer service, lead management, and sales support . Using JobTread and Salesforce, you'll document every interaction, manage your pipeline, and make sure no opportunity falls through the cracks.

Your success will be measurable: response times, follow-up activity, appointments scheduled, and lead conversion.

What You'll Own

Lead Intake & Response

• Respond quickly and professionally to incoming leads by phone, email, and web.
• Capture complete and accurate customer information.
• Qualify inquiries and schedule appointments for our Sales & Design Consultants.
• Create a positive, polished, white-glove experience from the customer's very first interaction with Coastal Pools.

Follow-Up & Conversion

• Consistently follow up with leads and prospects so no opportunity falls through the cracks.
• Move qualified leads through the early stages of the sales pipeline.
• Provide Sales & Design Consultants with organized, complete handoffs.
• Meet established performance goals for response time, outreach activity, appointments, and lead conversion.
• Take ownership of your pipeline and proactively identify leads that need attention.

Systems & Documentation

• Document calls, emails, notes, and customer interactions in JobTread and Salesforce to maintain one complete customer history.
• Keep leads, tasks, follow-ups, and pipeline stages accurate and current.
• Use dashboards and reporting tools to organize your day and prioritize activity.
• Maintain accurate data that supports forecasting, performance measurement, and a seamless customer experience.

Customer Experience

• Answer questions about Coastal Pools' products, services, process, and pricing warmly and accurately.
• Resolve customer needs when possible and quickly route questions or issues to the appropriate team member when needed.
• Keep customers informed and ensure they know what to expect next.
• Represent the Coastal Pools brand and our white-glove service standard in every interaction.

Who Thrives in This Role

You're warm, fast, organized, and accountable -the kind of person customers are genuinely glad they reached.

You enjoy helping people, but you also understand that great customer service requires discipline behind the scenes. You follow up without being reminded. You keep clean records. You respond quickly. You take ownership when something needs attention.

You're comfortable working in CRMs, managing tasks, and using dashboards to understand your performance. Rather than being intimidated by goals and metrics, you like knowing where you stand and what you can improve.

Most importantly, you understand that this position is the front door of Coastal Pools -and you take pride in making sure every customer who walks through it receives an exceptional first impression.

What We're Looking For

Must-Have Skills & Abilities

• Customer service excellence: You consistently deliver a warm, professional, white-glove experience.
• Responsiveness: You understand that speed matters and respond to customers and leads promptly.
• Organization & follow-through: You manage multiple conversations and priorities without letting details or leads fall through the cracks.
• Systems fluency: You're comfortable documenting activity in CRM and business-management systems and using dashboards to manage your work.
• Communication: You communicate clearly, professionally, and accurately by phone, email, and web.
• Goal orientation: You're comfortable working toward measurable activity, response-time, appointment, and conversion targets.
• Accountability: You take ownership of your work, your pipeline, and the customer experience.

Strongly Preferred

• Previous experience in customer service, inside sales, lead intake, appointment setting, or lead conversion.
• Experience with JobTread, Salesforce, or a comparable CRM platform .
• Experience in home services, construction, home improvement, or another high-touch consumer business .
• A demonstrated track record of strong customer response times, consistent follow-up, appointment setting, or lead conversion.

Benefits & Perks

At Coastal Pools, we believe taking care of our Associates is an important part of building a great company. Our benefits package is designed to support your health, financial well-being, work-life balance, and long-term growth.

• Competitive compensation
• Health insurance
• Dental and vision insurance
• Paid time off (PTO)
• Paid holidays
• Retirement plan
• Performance-based incentives and recognition
• Training and professional development
• Opportunities for career advancement as the company grows
• Supportive, team-oriented work environment
• Employee events and company activities
• The opportunity to work for an established, growing local company that gives back to the communities we serve

Why Coastal Pools?

At Coastal Pools, you're not simply answering phones or processing inquiries. You're helping customers take the first step toward an investment they've often dreamed about for years.

You'll join a growing, respected company that values exceptional service, strong performance, community involvement, and opportunities for our Associates to grow throughout their careers.

If you're energized by helping people, motivated by measurable results, and take pride in creating an exceptional customer experience from the very first conversation, we'd like to hear from you.