Customer Service Representative

This position requires weekdays, weekends and some holidays. Full time and part time available.

Duties and Responsibilities for Customer Service Representative Position include the following. Other duties may be assigned.

• Responsible for establishing and maintaining detailed filing system to ensure effective customer service follow through.
• Maintains complete files for recording customer’s major purchases (above ground pools, spas, and repairs/sales proposals, etc.) with serial numbers and warranty information.
• Maintains files with customer and governmental agencies correspondence.
• Organize, maintain and electronically track all contracts and related documents.
• Ensure that the database system functions properly.
• Maintains customer information in POS and updates as necessary.
• Responsible for initiating all customer contacts relating to customer service issues, and generates the necessary information to facilitate efficient scheduling.
• Answers telephone in courteous and professional manner.
• The work orders that require a return visit are re-scheduled.
• Work orders that require parts orders for warranty or otherwise, are forwarded to the special order board/department.
• Responsible for coordinating and tracking all activities involved with customer service scheduling.
• Prepares correspondence for pool and spa winterizing and spring opening programs using computer driven lists generated by properly input service departments.
• Works with management to arrange service scheduling.
• Contacts customers to communicate service call information such as; site inspections, repair work, and delivering.
• Posts all work orders

Warranty work:

• Responsible for re-scheduling the warranty work in anticipation of arrival of parts
• Responsible for communicating all scheduling information to the customer.
• Completes necessary Vendor paperwork to ensure the expedient and proper processing of the warranty claim.
• Forwards the returned warranty product, with Royal’s WO and vendor paperwork attached, to the inventory department.
• Closes the work orders out once Comptroller alerts CSS of the arrival of the vendor payment.

Requirements:
Computer skills a must.
Pool industry knowledge is a plus, but not required.
Sales experience is a plus.
Position requires working alternate Saturdays.
Work will be mostly phone oriented, but there will be some face to face interaction, so a neat clean appearance is required.
All office clerical functions are part of this position.