Customer Care Consultant - Horizon Spa & Pool
About The Position
The Customer Care Representative supports the sales order process by handling administrative tasks and providing exceptional customer service through phone, email, and fax communication. This role offers product and technical support, resolves customer inquiries, and ensures a seamless customer experience. Working cross-functionally with Warehouse, Purchasing, Accounting, and Management teams, this position also helps identify trends in customer issues and contributes to process improvements that enhance efficiency, reduce costs, and support overall business performance—while upholding Horizon’s reputation for outstanding customer service.
Requirements
- Strong verbal and written communication skills with excellent phone etiquette.
- Fluent in English (written and verbal).
- Ability to multitask in a fast-paced, high-volume environment.
- Proficiency in Microsoft Word and Excel with strong keyboarding skills.
- Professional, positive, and customer-focused mindset.
- Minimum of 2 years of customer service experience.
- Reliable attendance and strong work ethic.
- Ability to learn and apply technical knowledge related to the pool and spa industry.
Nice To Haves
- Industry experience preferred but not required.
Responsibilities
- Develop a strong understanding of Horizon’s products, services, and business philosophy.
- Respond to general and technical inquiries related to pool and spa parts and accessories.
- Identify parts using descriptions, images, and manufacturer numbers; cross-reference to Horizon inventory.
- Recommend upgrades, substitutions, and complementary products to meet customer needs.
- Identify and pursue technical sales opportunities when appropriate.
- Support internal teams (Purchasing, Data, Receiving, etc.) with product information, changes, and alternatives.
- Manage and resolve customer service issues with timely follow-up and sound judgment.
- Communicate trends, challenges, and opportunities to leadership as needed.
- Maintain accurate records and documentation related to customer interactions.
- Collaborate effectively across departments to resolve customer concerns.
- Perform additional administrative and clerical duties as assigned.
Benefits
- competitive compensation
- extensive paid training
- comprehensive and flexible suite of benefits package
- 401K with company match
- team member discounts
- rewards for top performers
- career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
