Customer Service Representative

About the role

The Role at a Glance

• As a Customer Service Representative, you are the first voice of Coastal Pools and the front door to our customer experience.
• You’ll turn inquiries into appointments and great first impressions into lasting customer relationships.
• You’ll manage incoming leads, respond quickly, follow up consistently, and deliver a white-glove experience from the very first interaction.
• This is a highly visible role that sits at the intersection of customer service, lead management, and sales support.
• Using JobTread and Salesforce, you’ll document every interaction, manage your pipeline, and make sure no opportunity falls through the cracks.

Responsibilities

Lead Intake & Response

• 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.
• Follow-up consistently 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.

Requirements

Systems & Documentation

• 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.

Qualifications

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.

Skills

Must-Have Skills & Abilities

• 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.

Preferred

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.

Benefits & Perks

Benefits & Perks

• Competitive compensation
• Health insurance
• Dental and vision insurance
• Paid time off (PTO)
• Paid holidays
• Retail 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

Why Coastal Pools?

If you're energized by helping people, motivated by measurable results, and take pride in creating an exceptional customer experience from the very first conversation, we'd like to hear from you.