Customer Support & Administrative Specialist - Remote Eligible

Customer Support & Administrative Specialist

The Customer Support & Administrative Specialist is the "Air Traffic Control" of our business. This role is a hybrid of high-touch customer service and critical administrative operations. You aren't just answering phones; you are a problem-solver who manages the full lifecycle of a service call from initial inquiry and technical troubleshooting to scheduling technicians and ensuring the final invoice is paid.

Ideal candidates are detail-oriented, resilient, and capable of handling a high volume of homeowner interactions while maintaining organized digital records and a profitable service schedule.

Key Responsibilities

• Handle a high volume of inbound calls regarding new service, recurring maintenance, and urgent repairs.
• Diagnose pool equipment issues (pumps, filters, heaters) over the phone to ensure technicians arrive with the correct context.
• Act as the first line of defense for service complaints, using critical thinking to de-escalate issues and find "win-win" solutions.
• Draft and send repair estimates quickly and follow up to convert leads into scheduled jobs.
• Use pool management software to create work orders, optimize routes, and update customer profiles.
• Balance urgent repair needs with recurring maintenance schedules to maximize technician productivity.
• Notify homeowners of ETA changes or delays to maintain a premium service reputation.
• Conduct polite but firm outbound follow-ups via phone, text, and email to collect on unpaid invoices.
• Ensure all service logs and "proof of work" photos from technicians are accurately converted into invoices.
• Assist customers with payment portal troubleshooting and record manual payments.
• Maintain organized digital filing systems and updated customer CRM records.
• Provide input to refine scripts, scheduling cadences, and internal office workflows.

Required Skills & Qualifications

• 3+ years of experience in customer support, administrative roles, or dispatching.
• Fluent English with a neutral accent and exceptional verbal and written communication skills.
• Prior experience in the Home Service industry (HVAC, Plumbing, Landscaping, or Pool services).
• Proficiency with CRM/Scheduling software and G-Suite (experience with Skimmer is a major plus).
• Ability to think on your feet when a schedule changes or a customer is frustrated.
• Self-starter mindset with the ability to work independently in a remote environment.
• High attention to detail and strong organizational discipline.
• Experience in consumer-facing roles dealing directly with homeowners.

Preferred Qualifications (Bonus)

• Social Media: Experience with community management, responding to comments, or basic content engagement.
• Financial Admin: Familiarity with Accounts Receivable processes and collections.
• Technical Knowledge: Understanding of pool chemistry or equipment (pumps, salt cells, filters).

Success Metrics

• Call response time and resolution quality.
• Schedule density and technician route efficiency.
• Reduction in unpaid/outstanding invoices (AR Aging).
• Lead-to-Job conversion rate for repair quotes.
• Show rate and customer satisfaction scores.