Customer Support – Voice

📋 Description

• Emergency Call Handling: Respond to inbound calls, emails, and texts from customers and Poolsyder regarding urgent pool-related issues, including leaks, pump malfunctions, filtration concerns, and water quality emergencies.

• Customer Inquiries: Manage inbound communications from customers about their regular pool service, such as inquiries like “What time will my Poolsyder arrive?” and “Where can I find my invoice?”

• Outgoing Call Management: Oversee customer accounts and initiate outbound calls as necessary, such as following up on unpaid invoices or providing estimates for tasks identified by Poolsyders, like skimmer basket replacements and seal changes. Additionally, reach out to verified potential customer leads.

• Poolsyder Communication: Address customer and Poolsyder issues as needed, for instance, informing a customer if a Poolsyder is delayed due to weather, traffic, or other circumstances.

• Rapid Triage & Assessment: Swiftly evaluate issue severity, gather essential details, and determine the appropriate response level (emergency dispatch or scheduled service).

• Dispatch Coordination: Collaborate with on-call technicians to assign jobs based on their availability, location, and urgency.

• Customer Communication: Offer calm, clear, and reassuring support to customers facing service disruptions or urgent pool challenges.

• Real-Time Scheduling Support: Update and manage service appointments within dispatch or CRM systems, ensuring precise routing and timely arrival of technicians.

• Escalation Management: Elevate complex or high-risk situations to senior technicians or operations leaders when required.

⛳️ Requirements

• Customer Service Experience: Previous experience in customer support, dispatch, call center, or service coordination is preferred.

• Strong Communication Skills: Ability to maintain composure, professionalism, and a solution-focused approach during high-pressure or urgent situations.

• Availability for Flexible Shifts: Must be open to working part-time shifts that may include evenings, weekends, or on-call responsibilities.

• Tech Proficiency: Comfortable utilizing scheduling tools, CRM platforms, and mobile dispatch systems.

• Problem-Solving Ability: Capable of rapidly assessing issues and making sound decisions with minimal supervision.

• Reliability Under Pressure: Consistent attendance and strong responsiveness during peak or emergency service periods.

• Experience in home services, HVAC, plumbing, pest control, or similar field dispatch environments.

• Familiarity with on-demand service platforms or gig-style operations.

• Spanish bilingual abilities (a plus, depending on service area).

🏝️ Benefits

• Competitive salary

• Opportunity to influence the HR function of a rapidly expanding BPO.

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past.

• Career growth and development opportunities.