Customer Service Representative

COASTAL POOLS LLC•Grasonville, MD

17d•$20 - $22•Onsite

About The Position

Coastal Pools is one of the area’s leading custom pool builders, dedicated to creating an extraordinary experience for our customers. We build quality pools, provide exceptional service, give back to the communities where we work and live, and foster a culture of opportunity and growth for our Associates throughout their careers. Recognized as 2025 & 2026 Best of Annapolis & Eastern Shore, Coastal Pools consistently ranks among the top pool builders in the region. We’re growing—and we’re looking for a highly responsive, customer-focused professional to help make every customer’s first experience with Coastal Pools exceptional.

Requirements

Customer service excellence: You consistently deliver a warm, professional, white-glove experience.
Responsiveness: You understand that speed matters and respond to customers and leads promptly.
Organization & follow-through: You manage multiple conversations and priorities without letting details or leads fall through the cracks.
Systems fluency: You’re comfortable documenting activity in CRM and business-management systems and using dashboards to manage your work.
Communication: You communicate clearly, professionally, and accurately by phone, email, and web.
Goal orientation: You’re comfortable working toward measurable activity, response-time, appointment, and conversion targets.
Accountability: You take ownership of your work, your pipeline, and the customer experience.

Nice To Haves

Previous experience in customer service, inside sales, lead intake, appointment setting, or lead conversion.
Experience with JobTread, Salesforce, or a comparable CRM platform.
Experience in home services, construction, home improvement, or another high-touch consumer business.
A demonstrated track record of strong customer response times, consistent follow-up, appointment setting, or lead conversion.

Responsibilities

Respond quickly and professionally to incoming leads by phone, email, and web.
Capture complete and accurate customer information.
Qualify inquiries and schedule appointments for our Sales & Design Consultants.
Create a positive, polished, white-glove experience from the customer's very first interaction with Coastal Pools.
Consistently follow up with leads and prospects so no opportunity falls through the cracks.
Move qualified leads through the early stages of the sales pipeline.
Provide Sales & Design Consultants with organized, complete handoffs.
Meet established performance goals for response time, outreach activity, appointments, and lead conversion.
Take ownership of your pipeline and proactively identify leads that need attention.
Document calls, emails, notes, and customer interactions in JobTread and Salesforce to maintain one complete customer history.
Keep leads, tasks, follow-ups, and pipeline stages accurate and current.
Use dashboards and reporting tools to organize your day and prioritize activity.
Maintain accurate data that supports forecasting, performance measurement, and a seamless customer experience.
Answer questions about Coastal Pools' products, services, process, and pricing warmly and accurately.
Resolve customer needs when possible and quickly route questions or issues to the appropriate team member when needed.
Keep customers informed and ensure they know what to expect next.
Represent the Coastal Pools brand and our white-glove service standard in every interaction.

Benefits

Competitive compensation
Health insurance
Dental and vision insurance
Paid time off (PTO)
Paid holidays
Retirement plan
Performance-based incentives and recognition
Training and professional development
Opportunities for career advancement as the company grows
Supportive, team-oriented work environment
Employee events and company activities
The opportunity to work for an established, growing local company that gives back to the communities we serve