Client Success Specialist

Base Pay $18.00 - $21.00 / Hour Job Category Branch ops Employee Type FT Non-Exempt Description Make an Impact Beyond the Pool At National Pool Partners (NPP), a Certus Home Services Company, we're not just servicing pools—we're transforming the pool ownership experience. As part of our growing family of companies, we're committed to delivering exceptional customer service, operational excellence, and a people-first culture that empowers our employees to thrive. We're looking for a highly organized, customer-focused Client Success Specialist who enjoys helping people, solving problems, and keeping operations running smoothly. This role is perfect for someone who thrives in a fast-paced environment, enjoys building relationships, and takes pride in creating an outstanding customer experience from the very first interaction. Why You'll Love Working Here People-first culture where your voice matters Competitive compensation Medical, dental (company-paid), and vision benefits 401(k) with company match Paid time off and paid holidays Career growth opportunities within a rapidly expanding organization Supportive leadership team invested in your success Collaborative environment where teamwork drives results What You'll Do As a Client Success Specialist, you'll serve as a key connection between our customers, field teams, and branch operations. Customer Service & Relationship Management Deliver friendly, professional, and timely customer service Serve as the first point of contact for incoming customer inquiries Answer calls, emails, and customer questions with professionalism and urgency Assist customers with billing questions, account updates, and service-related concerns Support customer retention by providing exceptional service and follow-through Administrative & Operational Support Manage front desk operations, call routing, and customer communications Create invoices, process payments, and maintain accurate customer records Track lead sources and maintain customer account information Update customer payment methods and autopay information Assist with collection efforts through customer outreach and follow-up Coordinate communication between customers and field service teams Generate and distribute customer quotes Collect deposits for repair and service projects Support Service and Repair teams with customer communication and scheduling Promote products and services that meet customer needs Assist operational teams with customer follow-up and service updates What You Bring High School Diploma, GED, or equivalent experience Minimum of 1 year of office, administrative, customer service, or call-center experience Strong customer service and relationship-building skills Excellent verbal and written communication abilities Ability to multitask and manage competing priorities effectively Strong attention to detail and organizational skills Proficiency with Microsoft Office products, including Outlook, Excel, and Word Ability to learn new software platforms and mobile applications quickly Previous experience in a service-based industry is preferred Pool industry experience or familiarity with pool equipment is a plus Ability to pass a pre-employment background check and drug screening What Makes You Successful Positive attitude and professional demeanor Strong sense of urgency and follow-through Dependable, trustworthy, and accountable Comfortable working independently while supporting a team Able to remain calm and professional in challenging situations Strong problem-solving and decision-making skills Adaptable and comfortable in a fast-paced environment What to Expect on the Job Managing multiple customer requests throughout the day Communicating with customers, technicians, managers, and branch leadership Working with scheduling systems, invoicing platforms, and customer databases Supporting branch operations through administrative and customer service functions Providing solutions and maintaining a positive customer experience Balancing multiple priorities while maintaining attention to detail Work Environment & Physical Demands This position is primarily office-based but may occasionally require interaction with field personnel, equipment, or customer locations. Environmental Conditions Generally quiet office setting Frequent use of computers, phones, and office equipment May occasionally visit customer locations or service environments Exposure to seasonal weather conditions, heat, humidity, dust, and moderate noise levels Physical Requirements Regularly required to sit, stand, walk, and use hands to operate office equipment Frequent use of computers and telephone systems Ability to view computer screens for extended periods Occasionally lift and carry up to 25 pounds May occasionally bend, reach, kneel, or assist with office and operational tasks as needed Join the NPP Team If you're passionate about customer service, enjoy helping people, and want to build a career with a company that values its employees as much as its customers, we'd love to hear from you. Apply today and become part of a team that's redefining the pool industry—one customer at a time. Environmental Conditions and Physical Requirements The environmental conditions and the physical requirements described below are representative of those that must be met by an employee to successfully perform the duties & responsibilities of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties. Environmental Conditions: General Office Environment: Noise level in office environment is generally quiet. Outdoor Service Environment: Position will be exposed to various work conditions, at a variety of client settings. Indoor conditions may have dust, heat, cold, noise, etc. Outdoor conditions may include exposure to the outdoor elements, seasonal weather, damp and/or dusty locations, freezing conditions, and hot conditions. The noise level in the work environment is moderate. Physical Requirements: If performing office duties: Employee is required to sit, stand, hear, and use hands to operate all office equipment. Employee must view computer monitors for long periods of time. Vision requirements are close vision and the ability to adjust focus. Employee occasionally will be required to lift, generally no more than 25 pounds. At client locations: While performing the duties of the position, the employee is regularly required to stand, walk, sit, climb, bend, kneel, reach with hands and arms, crouch, crawl, twist, push/pull, lift/carry on a regular basis up to 15 lbs. throughout the day, lift/carry occasionally lift up to 50 lbs., hand, eye, and foot coordination. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The ability to swim as this position may work near swimming pools. The job description reflects the general details necessary to describe the duties and responsibilities of the position and shall not be construed as a detailed description of all the work requirements that may be inherent in the position. #J-18808-Ljbffr