Customer Service Representative

Easton Pool & Spa Inc • Waltham, MA

8h • $24 - $30

About The Position

Easton Select Group is seeking a customer-focused and detail-oriented Customer Service Representative to support customers across our growing pool service, construction, and backyard leisure operations. This role is responsible for handling customer inquiries, resolving service-related issues, supporting scheduling coordination, and providing exceptional customer support throughout the customer experience lifecycle. The Customer Service Representative serves as a key communication link between customers, operations teams, service technicians, and leadership to ensure timely responses, accurate information, and a positive customer experience. This position plays an important role in maintaining customer satisfaction and supporting long-term customer relationships. The ideal candidate is organized, professional, and comfortable operating in a fast-paced service environment with strong communication and problem-solving abilities.

Requirements

• High school diploma or equivalent required
• Previous customer service, administrative, or support experience preferred
• Strong verbal and written communication skills
• Strong organizational and multitasking abilities
• Proficiency in Microsoft Office Suite and basic computer systems
• Ability to work effectively in a fast-paced environment
• Professional demeanor with strong customer service and problem-solving skills

Nice To Haves

• Experience within pool service, home services, construction, retail, HVAC, plumbing, or related industries preferred
• Familiarity with CRM systems, scheduling software, or dispatching platforms
• Basic understanding of pool products, equipment, or maintenance terminology is a plus
• Bilingual abilities preferred
• Experience supporting multi-location operations or service teams is a plus

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels
• Assist customers with questions related to pool services, maintenance, repairs, products, scheduling, and billing
• Provide customers with accurate information regarding services, timelines, and next steps
• Maintain a professional and customer-first approach during all customer interactions
• Follow up with customers to ensure satisfaction and resolution of service requests
• Coordinate with Operations, Service Technicians, and field teams to support scheduling and customer communication
• Accurately document customer interactions, service requests, and updates within CRM or scheduling systems
• Assist with service appointment coordination, routing updates, and customer notifications
• Support order processing, service documentation, and administrative workflows as needed
• Maintain organized and accurate customer records and communication logs
• Troubleshoot and resolve basic customer concerns related to services, scheduling, products, or billing
• Escalate complex service or technical issues to the appropriate operational or management teams
• Support customer retention efforts through responsive communication and proactive follow-up
• Identify recurring customer concerns and communicate trends to leadership for operational improvement
• Help ensure a positive and consistent customer experience across all service interactions
• Partner with Customer Service, Operations, Sales, and field leadership teams to support efficient service delivery
• Assist with customer onboarding for new services and maintenance programs
• Support process improvement initiatives related to communication workflows and customer service operations
• Participate in team meetings, training sessions, and operational support initiatives as needed

Benefits

• 9 paid holidays
• Paid vacation and sick time
• Employer-matched 401(k)
• Employer-paid life insurance
• Optional supplemental life insurance
• Medical, dental, and vision insurance plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED