Customer Service Representative

Landmark Aquatic is the nation’s leading provider of commercial aquatic solutions, offering comprehensive services in design, construction, renovation, restoration, and maintenance. With a history of excellence spanning over four decades, we are dedicated to ensuring the success of aquatic facilities at every stage of their lifecycle. With offices in key metro areas across the U.S., Landmark Aquatic is uniquely positioned to serve communities nationwide. We are committed to upholding the highest standards of quality, safety, and service, fostering long-term partnerships built on trust, expertise, and exceptional results. Our Mission We aim to enrich communities by delivering comprehensive world-class aquatic facilities and services. Core Values Our values are our guideposts. They're how we make the right decisions, hire the right people, and hold ourselves accountable. We are committed to their authenticity. Customer-Centric Approach: We put our customers at the heart of everything we do. Our goal is to understand their needs and provide them with exceptional service and solutions. Positive Collaboration: We foster a culture of collaboration and open communication. We embrace diverse perspectives and work together to achieve shared goals. Excellence in Execution: We consistently strive for exceptional quality in all aspects of our work; to always exceed expectations and deliver outstanding results. Adaptability and Innovation: We embrace change and continuously seek opportunities to improve and innovate, remaining flexible and adaptive in a dynamic industry. The Customer Service Representative (CSR) reports to the Operations Manager and is a customer-facing role within Landmark's technician-led selling model. The CSR turns opportunities identified in the field into clear, accurate proposals using approved company pricing, then manages those proposals through customer decision. The role owns follow-up and close-rate discipline for the quotes it prepares, helps expand recurring service and chemical revenue within existing accounts, partners closely with technicians, and routes larger sales or renovation opportunities to the appropriate sales resource. Responsibilities and Duties • Convert technician-identified opportunities, field notes, photos, and scope information into accurate, customer-ready proposals with strong turnaround time. • Build proposals using approved Landmark pricing and present the scope clearly enough for the customer's budget holder or decision-maker to act. • Maintain a consistent follow-up cadence on every open proposal until a decision is reached and document each customer contact in Salesforce. • Own the close rate on proposals prepared by the CSR by addressing routine price and timing concerns, navigating customer approval steps, and understanding approved negotiating parameters. • Grow account penetration within existing customers by identifying opportunities for recurring service, chemical programs, repairs, equipment, and future capital needs. • Work directly with technicians to confirm what was identified in the field, what should be quoted, and the final outcome of the opportunity. • Maintain accurate proposal, customer, activity, and opportunity information in Salesforce throughout the quote-to-close process. • Route opportunities that require an Aquatic Sales Representative, Selling Sales Manager, or Renovation resource promptly with complete scope, documentation, and customer context. • Coordinate with Operations and Sales to resolve missing information, pricing questions, or execution issues that could delay the customer response. Performance Measures • Speed to Proposal: Turnaround time from field-identified opportunity to customer-ready quote. • Quote Coverage: Percentage of identified opportunities converted into proposals. • Close Rate: Percentage of quoted dollars converted to won business. • Follow-Up Discipline: Consistency and timeliness of customer contact on open proposals. • Proposal Aging: Number and value of quotes remaining open beyond expected decision timing. • Average Proposal Value: Indicator of whether the complete customer need and scope are being addressed. • Pricing Compliance: Percentage of proposals built using approved Landmark pricing. • Account Growth: Expansion of recurring service and chemical revenue within assigned accounts. • Handoff Quality: Speed, completeness, and accuracy of opportunities routed to Sales or Renovation. Requirements / Preferred Qualifications • Customer service, inside sales, sales support, quoting, order-entry, or related experience preferred. • Ability to prepare clear and accurate customer proposals from technician notes, photos, field findings, and work-order information. • Comfort following up directly with customers, addressing routine objections, and moving open proposals toward a decision. • Strong attention to detail with the ability to manage multiple open quotes and maintain consistent follow-through. • Working knowledge of CRM and business systems; Salesforce experience is preferred. • Ability to work effectively across technicians, Operations, and Sales and to route opportunities cleanly when additional sales expertise is required. • Commercial aquatics, pool service, equipment, chemical, or related industry experience is a plus.