Service Writer

Job Overview

Southern Pools & Spas is hiring a Service Writer to serve as the communication hub between our customers, service technicians, and internal teams. This role requires strong phone skills, excellent organization, and the ability to manage multiple service requests while maintaining accuracy and professionalism.

Prior pool or spa experience is not required. However, experience with service scheduling, dispatching, or call coordination is strongly preferred. We provide training on our products and systems, including Jobber and MicroBiz.

What You’ll Do

Customer Communication & Call Management

• Answer inbound service calls promptly and professionally
• Identify the customer’s core issue and guide the call toward resolution
• Build rapport while maintaining control of the conversation
• De-escalate upset customers and work toward resolution on the first call
• Clearly explain next steps, expectations, and timelines
• Attempt to retain customers requesting to cancel service when appropriate
• Update customers promptly with any scheduling changes or conflicts

Service Scheduling & Coordination

• Schedule service, repair, and warranty calls using Jobber
• Coordinate schedules across technicians, departments, and locations
• Use routing and scheduling tools to maximize technician efficiency
• Ensure customers are scheduled with the most appropriate technician
• Proactively move service requests forward to completion
• Escalate high-priority service issues when needed

Documentation & Systems

• Create and maintain accurate customer contact records
• Ensure no duplicate customer records exist
• Create complete service tickets with detailed notes after every call
• Update and manage active service tickets daily
• Red-flag urgent or time-sensitive service issues
• Assist with warranty documentation and processing

Sales & Administrative Support

• Process payments, returns, and account updates using MicroBiz
• Suggest appropriate service add-ons or companion items when applicable
• Prepare reports and correspondence as requested
• Maintain a clean, organized workspace
• Support daily operations and additional duties as needed

Schedule & Work Environment

• Monday–Friday, 8:30 AM–4:30 PM
• Fully in-office position
• Fast-paced, phone-heavy environment
• Requires multitasking, accuracy, and strong communication

Pay & Incentives

• $18–$22 per hour (based on experience)
• 2% commission on sales
• Training on systems and products
• Employee discounts and growth opportunities

What We’re Looking For

• Strong professional phone presence
• High attention to detail and accuracy
• Calm, empathetic approach to upset customers
• Ability to multitask without losing organization
• Accountability — you own issues until resolution
• Comfortable learning and using Jobber and MicroBiz
• Reliable attendance and punctuality

Preferred (Not Required)

• Experience in service dispatch, service writing, or scheduling
• Experience in home services (pool, spa, HVAC, plumbing, etc.)
• CRM, POS, or service management software experience

Why This Role Matters

Service Writers are critical to the success of our service department. Your ability to manage communication, document accurately, and keep service moving forward directly impacts customer satisfaction and technician productivity.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• Describe your experience scheduling appointments or service calls. What type of environment was it (home services, retail, call center, etc.), and how did you manage multiple requests at once?
• This role requires detailed notes on every call. How do you ensure accuracy when documenting customer information and service details?

Experience:

• Customer service: 2 years (Required)
• call coordination: 1 year (Preferred)
• Appointment scheduling: 1 year (Preferred)

Ability to Commute:

• Bristol, VA 24202 (Preferred)

Work Location: In person

Salary : $18 - $22