Customer Service Representative

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.

What You'll Do

• 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.

What We're Looking For

• 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.

Qualifications

• 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.

Benefits

• 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

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