Customer Service Administrator - Construction (3yrs experience)A

Job Summary

Title: Customer Service Administrator – Construction Department

Position Summary

J&M Pool Company is seeking a highly organized, customer-focused Customer Service Administrator to serve as the primary point of communication for our Construction Department. This role is responsible for delivering exceptional customer service throughout the construction process by coordinating communication between customers, project managers, field teams, and internal departments.

The ideal candidate is friendly, professional, detail-oriented, and thrives in a fast-paced environment where proactive communication and organization are essential. This position requires excellent phone etiquette, strong problem-solving abilities, and a genuine passion for providing an outstanding customer experience.

Essential Responsibilities Customer Communication

• Serve as the primary point of contact for customers throughout the construction process
• Answer a high volume of inbound phone calls professionally and courteously
• Make outbound calls to provide project updates, schedule appointments, gather information, and follow up with customers
• Respond promptly to customer questions, concerns, and requests
• Build positive relationships through clear, empathetic, and timely communication
• Ensure every customer interaction reflects J&M Pool Company's commitment to exceptional service.

Project Coordination

• Assist Project Managers with daily administrative tasks
• Coordinate scheduling between customers and field personnel
• Maintain accurate customer files and project documentation
• Track project milestones and assist with customer notifications
• Update internal systems with notes, communications, and project progress

Administrative Support

• Prepare and distribute customer correspondence
• Manage department email communications
• Organize digital files and maintain accurate records
• Process work orders, service requests, and internal documentation
• Assist with reporting and data entry as needed
• Support department managers with various administrative projects

Customer Experience

• Proactively communicate project timelines and expectations.
• Address customer concerns professionally while working toward timely resolutions.
• Escalate issues appropriately when necessary.
• Follow up after customer interactions to ensure concerns have been resolved.
• Help create a smooth, positive experience from project start through completion.

Qualifications Required

• High school diploma or equivalent.
• Minimum of 2 years of customer service or administrative experience.
• Exceptional verbal and written communication skills.
• Professional and friendly telephone etiquette.
• Strong organizational and multitasking abilities.
• Excellent attention to detail.
• Ability to remain calm and professional in challenging situations.
• Proficiency with Microsoft Office Suite and computer systems.
• Ability to learn company software quickly.

Preferred

• Experience in construction or project coordination.
• Previous experience supporting project managers.
• Knowledge of scheduling software
• Experience handling high-volume customer communications.

Skills & Competencies

• Outstanding customer service mindset
• Professional phone communication
• Active listening
• Conflict resolution
• Organization and prioritization
• Time management
• Multitasking
• Attention to detail
• Team collaboration
• Problem-solving
• Adaptability
• Positive attitude
• Dependability
• Confidentiality and professionalism

Physical Requirements

• Primarily office-based position.
• Ability to sit for extended periods.
• Frequent use of computers, phones, and office equipment.
• Occasionally lift up to 20 pounds.
• Ability to communicate effectively by phone and in person.

Schedule

• Full-Time
• Monday – Friday
• Occasional overtime during peak construction season.

Benefits

Eligible full-time employees may receive:

• Competitive pay based on experience
• Health, Dental & Vision Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) Retirement Plan
• Ongoing training and development

Why Join J&M Pool Company?

At J&M Pool Company, we believe exceptional customer service is just as important as exceptional craftsmanship. Our Customer Service Administrators play a vital role in creating positive experiences for every customer by providing clear communication, organization, and support throughout each project.

If you enjoy helping people, thrive in a team environment, and take pride in delivering outstanding customer service, we'd love to have you join our growing Construction team.

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer relationship management: 3 years (Required)
• Multi-line phone systems: 1 year (Required)
• Computer literacy: 1 year (Required)

Work Location: In person

Salary : $18 - $21