Customer Service Representative

5 days ago

Boston, United States Poolmaster, Inc Full time
Job DescriptionJob Description

This is a remote position.

Poolmaster, is a manufacturer of aftermarket pool and spa products. We offer products across six distinct product lines – Backyard & Décor, Games & Toys, Floats, Inflatables, Maintenance and Swim & Dive Gear. Headquartered in Sacramento, California, we manufacture, market, sell and distribute products worldwide to wholesalers, retailers and specialty market segments. Founded in 1958, Poolmaster has been offering best-in-class pool and spa products with an unwavering commitment to quality, service, and reliability for over 50 years.

A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
Customer Service Responsibilities list:
  • Manage large amounts of incoming phone calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers


RequirementsRequirements and skills
  • Proven customer support experience or experience as a Client Service Representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • High school diploma


Benefits 1. Medical coverage
2. Dental insurance
3. Vision insurance
4. Life insurance policies
5. Retirement planning include 401(k) and IRA
6. Paid time off
7. Paid sick leave
8. Paid training and development
9. Remote work flexibility

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