Customer Experience Specialist

Job Summary

The Pond Guy / Airmax, Inc. is seeking a Customer Experience Specialist to join our team. This role directly improves our local customer experience by helping them enjoy their ponds and water features to the fullest. The ideal candidate thrives in fast-paced environments and is passionate about providing high-quality service.

Responsibilities

• Assist customers with product questions, sales orders, and inquiries via phone, email, and in-person
• Maintain and update CRM records, track sales activities, and manage follow-up tasks
• Support daily store operations, including opening/closing duties, inventory replenishment, and plant/fish orders
• Participate in ongoing sales training, product knowledge training, and product demos
• Schedule consultations, coordinate consult routes, and prepare consultation materials
• Aide in the completion of EGLE treatment permit applications and post-permit process
• Use metric goals to improve job performance and analyze data for presentations to upper management
• Foster a learning environment for service office and store staff through mentoring, training, and development plans
• Coordinate and/or perform maintenance and landscaping for the store front
• Complete general office duties including data entry, processing mail, and projects

Requirements

• 2-3 years of face-to-face sales or customer service experience
• 2-3 years of experience with CRM, data entry, reporting, and workflows
• Ability to communicate effectively with customers and document relevant information
• Proficient in computer skills, including Word and Excel, with the ability to multitask
• Knowledge or understanding of basic mathematical calculations, conversions, and ratios
• Technical background is a plus

Physical Requirements

• Available to work between 8:30 a.m. and 5 p.m., Monday-Friday
• Full-time position with year-round responsibilities
• Requires ability to swim, perform repetitive motions, bend, stoop, stand for long durations, lift, lower, and carry packages up to 150 lbs.

Benefits

• Blue Cross Blue Shield Medical Insurance
• Blue Cross Blue Shield Dental Insurance
• Blue Cross Blue Shield Vision Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• Life Insurance
• Paid Time Off
• Holiday pay effective immediately (8 holidays recognized)
• 401(k) with employer 4% match and revenue sharing
• Employee referral program
• Additional Training Programs: Career Development and Department Shadows

About the Role

The Pond Guy / Airmax, Inc. is the leading manufacturer and distributor of pond, lake, and water garden products. We are looking for a Customer Experience Specialist who is passionate about producing high-quality output and can thrive in a fast-paced, year-round environment.