POOL CENTURION MANAGEMENT INC Hiring for Customer Care Agent Job at Florida City, FL Full Time

CUSTOMER SERVICE AGENT

As the most respected leader in pool service, repairs, and renovations in the Florida market, Pool Centurion is experiencing tremendous growth and looking to add a Customer Care Agent! Our family of companies includes Stella, Soflo Pools, Reef Tropical Pools, AquaBrite Pool & Spa, and Naples Pool Service, Inc. This combination of unique brands allows us to lead the marketplace and offer tremendous growth and development opportunities for our team members.

WHAT YOU’LL DO: The role of a Customer Care Agent is to help customers understand the services being offered by Pool Centurion and answer inquiries by phone, e-mail, web chat, or social media. A Customer Care Agent also handles concerns, complaints, or other issues. The job is to help ensure customer satisfaction and loyalty while treating customers with care, empathy, education, and a friendly voice. Customer Care Agents also help promote continued customer interest in Pool Centurion services. An excellent Customer Care Agent must be an organized, reliable, and results-driven professional and must have excellent customer service and communication skills. Some of the job responsibilities will include:

• Communicate with current and potential customers via telephone, email, or other inbound methods
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied
• Maintain a courteous and calm manner at all times to de-escalate stressful situations
• Document personal information in Service Titan to create, update, or adjust customer accounts
• Suggest additional services around repair and renovation to maintenance clients
• Answer inbound calls or generate outbound calls
• Work collaboratively with the Operations Managers and field teams to communicate issues and drive to resolution
• Provide feedback to other departments to help improve sales, marketing, and business processes.

WHAT WE ARE LOOKING FOR:

We are looking for the Customer Care Agent to be committed to delivering exceptional service to both internal and external customers, being skilled at working with a diverse team and helping to grow the Pool Centurion organization. You should have strong written and communication skills, as well as a strong organizational skills.
As a Customer Care Agent, you will be instrumental in ensuring that the branch location is providing exceptional customer service and attending to the daily tasks needed at the branch location as well as:

• High School Diploma/GED
• 2 years minimum experience in a client/customer-facing position
• Excellent written and verbal communication skills
• Bi-lingual – Spanish / English required
• Demonstrated organizational skills including attention to detail and multi-tasking skills

MEASUREMENT OF SUCCESS

• Consistent and continual improvement in key Customer Care KPIs around call resolution time, call abandonment, wait time, cancel saves
• Improvement of NPS score

SKILLS TO BE DEVELOPED

• Build skills in Service Titan platform
• Highly skilled in Microsoft Office
• Understand inbound omnichannel consumer touchpoints (phone/text/email/chat)

Compensation & Benefits

Pool Centurion offers a salary commensurate with your experience. We strive to enrich the lives of our team and offer a variety of health and wellness benefits, paid time off, 401K, and an environment that celebrates continuous learning and development.

EQUAL OPPORTUNITY EMPLOYER

Pool Centurion promotes diversity of thought, culture, and background. We celebrate what makes us different and are committed to building a team that represents various experiences. All employment is decided based on qualifications, merit, and business need.

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