Description

Summary of Description: 

The Client Success Specialist is customer focused and is expected to maintain professionalism to the highest standard of customer care.  The Client Success Specialist will be responsible for general administrative responsibilities and customer service calls.

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide friendly and timely customer service 
• Performs front desk, including triage of calls and switchboard
• Sells products and services to customers, with support of Service and Repair teams
• Creates invoices and takes payments using company software 
• Maintains accurate customer files
• Track lead sources of all customers
• Assist operational roles with customer contact and follow up 
• Creates and sends out quotes to customers
• Take deposits for large repair jobs
• Update expired autopay information in appropriate systems
• Answers billing questions assists with collection calls/emails
• Perform other duties as assigned

Education, Licensure and Experience Requirements: 

• High School Diploma/GED, or equivalent experience
• At least 1-year experience in an office environment
• Previous experience in a service industry, a plus
• Experience working in a fast-paced and highly cross-functional organization
• Familiarity with pool service language and equipment, a plus
• Able to pass a pre-employment background check and drug test

Competencies/Skills: 

• Ability to work independently and to plan, organize and schedule work
• Ability to quickly learn new software and mobile applications to communicate with team members
• Maintain positive and cooperative working relationships with customers, supervisor, and team members
• Attention to detail and strong customer service skills
• Dependability, punctuality, and trustworthiness
• Requires high tolerance for ambiguity, good judgment, strong work ethic and sense of urgency
• Ability to deal with difficult situations in a professional manner
• Ability to demonstrate initiative, leadership, and collaboration in a friendly and professional demeanor
• Excellent organizational skills and attention to detail
• Excellent written and verbal communication skills at all levels of the organization required with strong follow up and follow through
• Must be able to manage multiple priorities, assimilating information with accuracy, and consistent attention to detail and follow through on commitments
• Proficiency in Microsoft Office products
• Physically, the position requires walking, standing, and sitting for long periods of time in an office environment

Environmental Conditions and Physical Requirements:

The environmental conditions and the physical requirements described below are representative of those that must be met by an employee to successfully perform the duties & responsibilities of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties. 

Environmental Conditions:

General Office Environment:  Noise level in office environment is generally quiet.

Outdoor Service Environment: Position will be exposed to various work conditions, at a variety of client settings. Indoor conditions may have dust, heat, cold, noise, etc. Outdoor conditions may include exposure to the outdoor elements, seasonal weather, damp and/or dusty locations, freezing conditions, and hot conditions. The noise level in the work environment is moderate. 

Physical Requirements:

If performing office duties: Employee is required to sit, stand, hear, and use hands to operate all office equipment.  Employee must view computer monitors for long periods of time.  Vision requirements are close vision and the ability to adjust focus.  Employee occasionally will be required to lift, generally no more than 25 pounds. 

At client locations: While performing the duties of the position, the employee is regularly required to stand, walk, sit, climb, bend, kneel, reach with hands and arms, crouch, crawl, twist, push/pull, lift/carry on a regular basis up to 15 lbs. throughout the day, lift/carry occasionally lift up to 50 lbs., hand, eye, and foot coordination. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The ability to swim as this position may work near swimming pools.  

The job description reflects the general details necessary to describe the duties and responsibilities of the position and shall not be construed as a detailed description of all the work requirements that may be inherent in the position.