Customer Support Specialist - Service

Hastings Water Works, Inc•Brecksville, OH

11d•$39,000 - $45,000

About The Position

The Customer Support Specialist – Service (CSS) is responsible for supporting the daily operations of the Service Department. This role assists the Service Manager with administrative tasks, customer and technician communication, scheduling, and general departmental support. Although primarily an administrative and coordination role, the CSS will also act as backup for the Service Manager as needed.

Responsibilities

Serve as a liaison between customers, technicians, and the Service Manager
Manage daily technician work orders when the Service Manager is unavailable (PTO, meetings, etc.)
Adjust technician schedules as needed and communicate changes
Escalate customer or employee concerns to the Service Manager
Relay field information to the appropriate internal teams, including: Commercial property manager updates Equipment issues requiring part estimates Health inspector compliance issues
Learn and understand industry standards, company services, and SOPs to communicate effectively with clients
Download and organize field photos into client folders
Review technician notes, close out and bill work orders, and escalate issues when needed
Answer inbound calls, manage inquiries, and route calls to the appropriate team members
Create work orders for service calls and provide schedule or service information to clients
Make outbound calls to: - Confirm scheduled visits - Communicate issues discovered during service - Notify clients when jobs are completed
Attend meetings on behalf of the Service Manager and provide detailed notes
Manage the Service Manager’s book of business when they are unavailable, reporting directly to the Service Director
Assist in creating estimates under the guidance of the Service Manager
Follow up on open estimates to ensure timely resolution
Maintain basic understanding of pool service fundamentals, including: Water chemistry Pumps and filters Chemical controllers Heaters