Customer Service Rep

Customer Service Representative

Company: Riverbend Sandler Pools
Pay: $18.00 – $20.00 per hour
Schedule: Full-time (40 hours per week)
Location: In-office

Position Summary

The Customer Service Representative is responsible for handling inbound calls and making outbound follow-up calls on unconverted leads generated through marketing efforts and referrals. This role focuses on engaging with prospective customers, identifying their needs, and positioning them for appointment setting.

The ideal candidate has a strong phone presence, can effectively qualify leads, and is comfortable working in a structured, performance-driven call environment.

Essential Functions

• Answer inbound calls and perform outbound follow-up on marketing-generated leads
• Engage customers in conversation to qualify needs and provide information on products and services
• Schedule appointments by effectively positioning services and next steps
• Provide recommendations to new, existing, and relocating customers based on identified needs
• Ensure customer satisfaction by resolving concerns or escalating to the appropriate party
• Follow up on web requests and additional appointment opportunities
• Use a consultative approach to assist customers in selecting appropriate services
• Navigate multiple systems to enter data, search accounts, and place orders while maintaining a professional conversation
• Respond to inquiries from various marketing channels (internet, phone, referrals, direct mail, etc.)
• Participate in weekly team meetings
• Meet or exceed established performance metrics and monthly development goals
• Maintain attendance standards to support customer needs
• Perform additional duties as assigned

Qualifications

• Strong communication skills, including verbal, written, and interpersonal abilities
• Excellent phone presence with the ability to build rapport and overcome objections
• Ability to multitask while maintaining a professional and friendly demeanor
• Strong analytical skills and sound judgment when responding to customer inquiries
• Positive, goal-oriented, and team-focused attitude
• Comfortable working in an automated, call center-style environment

Experience Required

• 1+ year of experience in a call center, customer service, telemarketing, or similar role preferred
• Experience handling inbound/outbound calls and appointment setting is a plus
• Proficient in using computers, web-based systems, and multiple applications simultaneously
• Strong typing and data entry skills

Education

• High school diploma or equivalent

Physical Requirements

• Ability to sit, stand, or walk for extended periods (up to 8 hours)
• Frequent use of hands for computer and phone work
• Occasional lifting of office supplies (up to 20 lbs)

Compensation & Benefits

• Competitive hourly pay
• 401(k)
• Health, Dental, and Vision Insurance
• Paid Time Off
• Bilingual candidates earn an additional $1.00 per hour