Customer Service Associate

About the role

The Customer Support Associate serves as the first point of contact for customers requiring assistance with pool equipment. This role is responsible for helping customers and Field service technician troubleshoot issues, answering product-related questions, creating service requests, and ensuring customers receive timely and effective support.

This position plays a key role in delivering an exceptional customer experience while supporting residential and commercial pool owners across the United States.

What you'll do

• Respond to customer inquiries by phone, email, and other communication channels.
• Assist customers with questions related to pool equipment, operation, and maintenance.
• Perform first-level troubleshooting and remote diagnostics on pool equipment, including pumps, filters, heaters, automation systems, and water treatment equipment.
• Identify issues that can be resolved remotely and guide customers through step-by-step solutions.
• Create, document, and manage customer service requests.
• Coordinate service appointments and communicate service updates to customers.
• Escalate unresolved issues to the Service Dispatch team when on-site service is required.
• Maintain accurate customer records and case notes within company systems.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Collaborate with Service Dispatch, Operations, and Field Technicians to ensure timely service delivery.
• Continuously develop knowledge of pool equipment, products, and customer support best practices.

We are Offering

• Salary range: $45,000 – $55,000 USD (based on experience)
• Paid Training provided.
• Career growth opportunities within the compagnie.
• Health, dental, vision, Life and Disability insurance (with employer contribution)
• 401(k) with employer match (up to 5%)
• Paid time off (PTO): 2 weeks (10 days)
• Up to 10 additional days weeks during Christmas Holidays
• Employment is "at-will" as defined by Florida law

We are Looking for

• Previous customer support experience
• Strong communication skills and a customer-first attitude.
• Ability to learn technical products and troubleshooting procedures.
• Comfortable speaking with customers by phone throughout the day.
• Strong organizational and problem-solving abilities.
• Experience in swimming pools, spas, home services, HVAC, plumbing, construction, or related industries (Asset).
• Proficiency with Microsoft Office and ticket management systems.