Business Operations Specialist

2 days ago

McKinney, Texas, United States Pool Scouts Full time
Job Title: Business Operations & Customer Service Specialist

Pool Scouts of McKinney & Northeast DFW is seeking a highly organized and sales-oriented Business Operations & Customer Service Specialist to direct day-to-day operations. This role is responsible for developing and maintaining customer relationships, leading phone-based sales efforts, and managing all aspects of field operations.

Responsibilities:
  • Sell initial and recurring service to residential pool owners via inbound calls
  • Proactively engage existing customer base via outbound calls
  • Provide excellent customer service to existing and new customers
  • Manage customer work orders, invoicing, and billing via business management software
  • Manage technicians, service schedules, and vehicle routing
  • Manage inventory of materials and chemicals
  • Oversee financial aspects of local business
  • Represent business in some local marketing capacities
Requirements:
  • A sales-focused individual with experience
  • Excellent customer service and communication skills
  • Computer savvy with strong software user skills
  • Positive can-do attitude
  • Highly organized with strong attention to detail
  • Ability to manage a team of technicians
  • Familiarity with Profit & Loss statements, and comfortable with numbers
Additional Details:
  • Full-time position with typical hours of 8am-5pm, Monday-Friday
  • Some weekend work and additional hours required during busy times of year (spring and summer)

Pool Scouts is a professional take on the pool service industry, setting the new standard for excellent customer service. Our pool technicians, or 'Scouts' as we like to call them, are a group of motivated, dynamic individuals who believe that quality service is built on reliability and customer confidence.

We are passionate about perfect pools, Scout's Honor. Our dedication to our customers is rooted in our desire to create an oasis for our customers to enjoy with friends and family.

This is one of the most important roles in the business. This role works closely on a daily basis with the president, ensuring the most essential activities are handled or delegated, as appropriate.

Responsibilities include:

  • Be the Voice of Pool Scouts, focusing on keeping all channels of correspondence with potential or current customers managed
  • Support and maintain the sales programs, promotional offers, and marketing campaigns with the President
  • Must possess strong written and verbal communication skills (primary language required for most tasks is English)
  • Exhibits strong communication & organizational capabilities
  • Primary responsibility is sales and customer service recovery through management of the intake channels, including phones, texts, and emails
  • Sales and customer recovery skills will be essentials for answering phones, new customer questions must be answered correctly, and new customer information collected to be entered, existing customer issues must be dealt with courteously and completely
  • Sales and new customer setup converting sales, email and referral inquiries
  • Maintain a positive can-do attitude
  • Tracking services and follow up with customers as needed
  • Reliability and attention to detail is a must

Secondary tasks and responsibilities will be related to organizing existing tasks, responsibilities, and items in the office and creating systems for organization on an ongoing basis.

Financial responsibilities including the set up and maintenance of bill payments.

Scheduling must be completed for the Pool Technicians and for the Customers' Pools, these schedules must be completed in advance and then adjusted as the needs of the business shift. This work will be done in conjunction with other Schedulers or cross-trained office staff.

Attention to detail will be required to ensure nothing falls through the cracks for the President or other leadership.

Exceptional computer skills will be needed to create documentation and tracking across multiple software and hardware systems.

Additional responsibilities include:

  • Open and close the office/warehouse, as needed
  • Support in new employee selection process and onboarding with HR forms and files
  • Responsible for all actions taken, and not taken
  • There may be additional responsibilities, as needed, assigned by President. Management deserves the right to modify all job descriptions, as needed, in the daily operation of the business.

Education:

  • College degree preferred
  • High School diploma or equivalent required

Skills & Abilities:

  • Physical ability: Ability to lift 40+ pounds, type 40 WPM, use computer monitors for 8 hours daily
  • Computer skills: Microsoft programs, ServiceMinder, Google programs, etc.
  • Leadership ability: influence peers as well as an ability to 'lead up' and influence executive thinking
  • Communication skills: enthusiastic and confident with all information for prospective customers, calm and accommodating with challenging customers or situations
  • Organization skills: ability to create systems or maintain systems or organization, ability to multitask and competently complete multiple objectives simultaneously

Immediate Priorities:

  • Study and learn Accounts Receivable systems
  • Meet with President daily to review the mail and needs
  • Monitor and update automate payment systems
  • Execute weekly marketing cards
  • Alignment with President on all things business, staffing, financial, and personal being of the utmost confidentiality
  • Agreement and alignment on 'owning' the responsibility to support President in all actions taken and all actions not taken - it is one thing to support things getting done, what is needed is an additional level of responsibility to also own the things that did not get done, making sure things aren't missed, ensuring things do not fall through the cracks

Compensation: $24.00 per hour

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