Customer Service Representative

Customer Service Representative (CSR) About the Tortorella Group : Customer Service Representative (CSR) Tortorella Service LLC - Swimming Pool Service & Maintenance Location: Hampton Bays, NY 11946 Position: Customer Service & Service Coordination Representative Department: Customer Service / Operations Reports To: Office Manager / Operations Manager Schedule: Full-Time, Monday Through Friday 8 - 4:30 / Alternating Saturdays 8-12 noon during the season. Tuesday Through Friday 4 day/10hr days over the winter months About the Position We are seeking a friendly, organized, and customer-focused Customer Service Representative (CSR) to join our swimming pool service office. This individual will serve as a primary point of contact for our clients, helping ensure their needs are addressed promptly, professionally, and efficiently. The ideal candidate is an excellent communicator, detail-oriented, comfortable multitasking, and able to coordinate between customers, service technicians, and management. This role is essential to maintaining strong customer relationships while keeping daily office operations running smoothly. Key Responsibilities Customer Service & Client Support Serve as a primary point of contact for incoming customer calls, emails, and service inquiries. Respond to customer questions regarding pool maintenance, service schedules, repairs, and upgrades. Provide timely follow-up on customer concerns, requests, and outstanding service issues. Build and maintain positive relationships with residential and commercial clients. Handle customer complaints professionally and work toward timely resolutions. Communicate service updates, scheduling changes, and technician arrival information. Contracts & Account Administration Prepare, process, and maintain new customer service agreements and contracts. Process contract renewals, cancellations, and service plan changes. Ensure customer information, pricing, and service details are accurately entered into company systems. Maintain organized customer files, service records, and account documentation. Assist with billing inquiries, payment processing, and account follow-up as needed. Repairs, Upgrades & Service Coordination Receive and document customer requests for pool repairs, equipment replacements, and upgrades. Coordinate repair appointments and service calls with technicians and the operations team. Prepare and send repair and upgrade proposals or estimates for customer approval. Follow up on pending estimates, approvals, and scheduled work. Track repair and upgrade projects from the initial customer request through completion. Communicate project status, scheduling, and completion details to customers. Office & Administrative Support Assist with daily office operations and general administrative responsibilities. Maintain accurate service schedules and customer records. Coordinate information between customers, technicians, management, and other departments. Assist with seasonal openings, closings, and increased customer service demands. Identify opportunities to improve customer communication and office efficiency. Qualifications & Skills Previous customer service or administrative experience required. Strong verbal and written communication skills. Excellent organizational skills and attention to detail. Ability to multitask and prioritize responsibilities in a fast-paced environment. Professional, friendly, and solutions-oriented attitude. Comfortable using computers, email, Microsoft Office, and customer management software. Ability to communicate effectively with customers and field service personnel. Strong follow-through and the ability to manage multiple open customer requests. Preferred Qualifications: Experience working in the swimming pool, home services, construction, or property maintenance industry. Familiarity with swimming pool equipment, repairs, maintenance, and upgrades. Experience processing service agreements, estimates, work orders, and invoices. Experience with scheduling software or CRM systems. Compensation: Hourly Range $23-$28 plus time and a half over 40 hrs. Actual compensation will be determined based on relevant experience, education, and qualifications. Additional compensation may include Commissions and or bonuses, as applicable. Benefits package includes: Health Insurance: 60% company / 40 employee cost split Dental, Vision, and Life Insurance Flexible Spending Account (FSA) AFLAC coverage options Paid Time Off (PTO) – as scheduled per Employee Manual (6) Paid Holidays Full company-wide closure during Christmas week 401(k) Plan What We Are Looking For We are looking for someone who takes ownership of customer requests and understands that excellent service goes beyond answering the phone. The right candidate is proactive, dependable, detail-oriented, and committed to making sure customers receive consistent communication and follow-through. This person should be comfortable managing multiple priorities, coordinating with field technicians, and helping customers navigate everything from routine maintenance questions to larger repair and equipment upgrade projects. Why Join Our Team? Join an established and growing swimming pool service business. Work in a team-oriented and customer-focused environment. Play an important role in daily operations and customer satisfaction. Opportunity to learn and grow within the pool service industry. To Apply: Please submit your resume and a brief description of your customer service and administrative experience. We look forward to meeting you! Equal Employment Opportunity Statement: Our company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religions, gender, sexual orientation, national origin, disability status, or any other characteristic protected by law. Applicants should be US Citizens or have authorization to work in the United States. Tortorella is an Equal Opportunity Employer. Applicants should be US Citizens or have authorization to work in the United States / Los solicitantes deben ser ciudadanos estadounidenses o estar autorizados para trabajar en los Estados Unidos. Tortorella is an Equal Opportunity Employer. If you are unable to complete this application due to a disability, contact us to ask for an accommodation or alternative application process either through email at recruiting@tortorella.com or by phone at 631-728-8000.