Customer Service Representative

Customer Service Representative (CSR)

Job Type: Full-time (On-site role at Miami, FL)


Job Title: Customer Service Representative (CSR)

Position Summary:

As a Customer Service Representative (CSR), you will be responsible for delivering exceptional service to both internal and external customers while managing daily branch operations. You will help customers understand Pool Centurion's services, respond to inquiries via multiple channels, and address concerns with care, empathy, and professionalism. The ideal CSR is organized, reliable, results-driven, and possesses excellent written and verbal communication skills. This role requires strong collaboration within a diverse team, promoting customer engagement, and supporting the company's growth.

Key responsibilities:

Some of the job responsibilities will include:

• Answer inbound customer calls
• Always maintain a courteous and calm manner to de-escalate stressful situations
• Look up and review customer account details (notes/tasks/actions)
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied
• Document information in the management system to create, update, or adjust customer accounts
• Suggest additional services around repair and renovation to maintenance clients
• Process estimates/quotes and follow up with customers/prospects
• Work collaboratively with the Branch Manager and field teams to communicate issues and drive to resolution
• Provide feedback to other departments to help improve sales, marketing, and business processes.
• Additional duties may be assigned as needed to support branch operations and maintain exceptional customer service standards.

Qualifications:

• High School Diploma/GED
• 2 years minimum experience in a client/customer-facing position
• Excellent written and verbal communication skills
• Bi-lingual - Spanish / English preferred
• Demonstrated organizational skills including attention to detail and multi-tasking skills
• Understand inbound omnichannel consumer touchpoints (phone/text/email/chat)

MEASUREMENT OF SUCCESS

• Consistent and continual improvement in key Customer Care KPIs around inbound call volume (calls answered, missed, followed up), customer satisfaction/Google reviews, membership gains, customer churns
• Ensures accuracy and precision when creating customer accounts, preparing estimates/quotes, and completing related tasks.
• Build skills in customer relationship management and operating software platforms
• Highly skilled in Microsoft Office

Benefits

• Opportunities for advancement.
• Health, dental, and vision insurance available.
• Paid time off and holidays.

EQUAL OPPORTUNITY EMPLOYER- DRUG FREE WORKPLACE

Pool Centurion promotes diversity of thought, culture, and background. We celebrate what makes us different and are committed to building a team that represents various experiences. All employment is decided based on qualifications, merit, and business needs. We provide a drug-free workplace environment.

We participate in E-Verify to confirm employment eligibility and comply with the ADA, providing reasonable accommodation upon request.