What are the responsibilities and job description for the Customer Support Specialist - Service position at Hastings Water Works, Inc?
Description
The Customer Support Specialist – Service (CSS) is responsible for supporting the daily operations of the Service Department. This role assists the Service Manager with administrative tasks, customer and technician communication, scheduling, and general departmental support. Although primarily an administrative and coordination role, the CSS will also act as backup for the Service Manager as needed.
Customer Support Specialist Work Schedule:
- Monday through Friday, with occasional Saturdays during peak seasonal periods
- Start time varies between 7:00 AM and 9:00 AM
- Weekly hours range from 30–45 hours, depending on business needs
- Schedule may change based on company requirements and seasonality
Customer Support Specialist Responsibilities:
- Serve as a liaison between customers, technicians, and the Service Manager
- Manage daily technician work orders when the Service Manager is unavailable (PTO, meetings, etc.)
- Adjust technician schedules as needed and communicate changes
- Escalate customer or employee concerns to the Service Manager
- Relay field information to the appropriate internal teams, including:
- Commercial property manager updates
- Equipment issues requiring part estimates
- Health inspector compliance issues
Customer Support Specialist Admin Support:
- Learn and understand industry standards, company services, and SOPs to communicate effectively with clients
- Download and organize field photos into client folders
- Review technician notes, close out and bill work orders, and escalate issues when needed
- Answer inbound calls, manage inquiries, and route calls to the appropriate team members
- Create work orders for service calls and provide schedule or service information to clients
- Make outbound calls to:
- Confirm scheduled visits
- Communicate issues discovered during service
- Notify clients when jobs are completed - Attend meetings on behalf of the Service Manager and provide detailed notes
- Manage the Service Manager’s book of business when they are unavailable, reporting directly to the Service Director
- Assist in creating estimates under the guidance of the Service Manager
- Follow up on open estimates to ensure timely resolution
Customer Support Specialist Technical knowledge:
- Maintain basic understanding of pool service fundamentals, including:
- Water chemistry
- Pumps and filters
- Chemical controllers
- Heaters
Customer Support Specialist Pay:
$39,000 - $45,000 Per year (Depending on Experience)
Salary : $39,000 - $45,000