Customer Service Associate

Aqualillies is a nationally recognized entertainment and events company specializing in stunning aquatic performances and elevated luxury experiences. We are expanding our remote Customer Support team and looking for a customer-focused, professional Customer Service Representative who takes pride in delivering exceptional service at every interaction.

You will be a key contributor to a remote-first team that values clear communication, empathy, and responsiveness. If you enjoy helping customers, troubleshooting issues, and contributing to memorable events, this role offers meaningful work and opportunities for growth.

• Act as the primary point of contact for customers across phone, email, and live chat, responding promptly and courteously.
• Provide thorough answers about services, event schedules, booking procedures, and pricing, ensuring customers have the information they need to make informed decisions.
• Handle inquiries and complaints with professionalism, following established escalation paths and recording clear case notes.
• Update and maintain customer information in our CRM and ticketing systems, ensuring accurate tracking of interactions and outcomes.
• Collaborate with production, sales, and event operations teams to coordinate bookings, confirm details, and prevent service gaps.
• Perform follow-up outreach to confirm resolution and gauge customer satisfaction, using feedback to recommend process improvements.
• Process bookings, manage calendar requests, and complete administrative tasks while meeting response-time and quality metrics.

• Clear and effective verbal and written communication skills; confident phone presence and professional email etiquette.
• Practical problem-solving skills and the ability to de-escalate sensitive customer situations.
• Organizational skills and the ability to juggle multiple tasks in a fast-paced environment while maintaining accuracy.
• Familiarity with basic computer tools, CRM platforms, and web-based booking systems; quick learner with new technologies.
• Self-starter mentality with the discipline to work independently and manage remote responsibilities.
• A customer-centric attitude and a passion for creating positive, lasting impressions.

• High school diploma or equivalent required; additional education or certifications a plus.
• Experience in customer service, hospitality, retail, call centers, or administrative roles preferred; entry-level applicants with strong skills are welcome.
• Reliable internet, a quiet workspace, and a computer that meets company requirements for remote work.

• Fully remote position with flexible scheduling options to support work-life balance.
• Paid onboarding and ongoing training, mentorship from experienced team members, and pathways for advancement.
• Paid time off, employee recognition programs, and opportunities to engage with company culture virtually.
• Where applicable, health, dental, and vision benefits are available.

Salary/Compensation: $70,000 - $100,000 per year