Customer Service Coordinator

CANDIDATE PROFILE

Personal Characteristics

● You love a fast-paced environment where every day flies by.

● You love talking to people on the phone all day. We get 20-40 calls/texts a day you will be responsible for responding to immediately.

● You can't stand to have something left on your to-do list.

● You love your phone. You must be someone who loves to be connected and communicate with people.

● You can crush an Excel spreadsheet. You must be fully able to come in and have a real understanding of how spreadsheets work.

● You are detailed and an avid notetaker. You would be the type that others would want to plan their party because you think through all of the extra little things that most people ignore.

● You are pleasant to speak with. You will be on the phone with happy customers, upset customers, and everything in between. You must be someone who can deal with all types of people and that doesn't drain you.

● You keep a written to-do list. You love to check things off that list and it bothers you if anything is left on the list.

● You are relentless with follow-up. You don't sit back and wait on others. You are the type that texts/calls/emails until you get an answer.

● You are overly communicative and take initiative when given tasks. You are prompt in providing detailed updates and respond immediately when you are asked.

Primary Role Responsibilities and Expectations

● Pool Maintenance Knowledge is a major plus!

● Inbound Customer Service: You will be responsible for incoming phone calls, texts, and emails from customers and delegating tasks to the correct department.

● Outbound Customer Calls: You will be responsible for calling/emailing/texting new customers and welcoming them to Yummy Pools. You will help transition the customer to our billing system.

● Customer Details Communication: You will be responsible for communicating service updates to the customers.

● New customer integration: As the first point of contact you will be relied on to pass along new customer information to the sales team and assist with customer integration and communication.

● Customer Cancellations: You will assist in the customer cancelation process and be responsible for accurately updating the information in our software.

● Assisting with back office data input when needed and in downtime.

Goals and Metrics

We are a results-based team. The person in this position will be measured using key metrics and is responsible for ensuring these metrics are met. All employees have a 90-day evaluation after starting and then quarterly to review performance.

● First Response Time - The measurement of how quickly a customer is responded to

● Resolution Time - The measurement of how quickly the customer's problem took to be resolved.

● Customer Satisfaction Score

Your Schedule

The Customer Service Coordinator is a full-time, W-2 employee of Yummy Pools working approximately 40 hours per week. While we have a flexible work environment, we expect you to be available Monday through Friday, 8:30am to 5:00pm ET for customer communication and team meetings.

Job Type: Full-time

Pay: $36,169.58 - $40,000.00 per year

Benefits:

• Work from home

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person