Customer Service Representative

About the role

The Tortorella Group is a Long Island-based company specializing in swimming pool engineering, design, construction, and service. Founded in 1981, they are recognized as a Top 50 Pool Builder by Pool and Spa Magazine since 2005. They are committed to family, health, integrity, communication, and education.

Responsibilities

• Answer inbound phone calls from Tortorella service customers and Pool Technicians in the field
• Build and nurture lasting customer relationships while identifying opportunities to exceed expectations
• Collaborate effectively with the Service team and field technicians to uphold Tortorella’s service standards
• Proactively identify repair and maintenance opportunities to ensure clients have an impeccable summer and winter season
• Negotiate contracts while defending industry-leading renewal rates
• Prepare estimates for repair work, upgrades, and third-party services. Coordinate the timing and delivery of the work when relevant while ensuring quality control is also performed
• Drive continuous improvement of the team by sharing knowledge of sales and account management
• Work with the finance/accounting team to ensure prompt payment and/or effectively manage receivables in their territory
• Report on key performance indicators (KPIs) that prove effectiveness and impact

Requirements

• Proven, hands-on work experience in sales, account management, or customer service. Preferably in the swimming pool industry
• Exceptional organizational and communication skills
• Bachelor’s or certificate (Preferred)
• Proficiency in Microsoft Office and Windows, ability to type 40+ wpm
• A positive “can do” attitude and the willingness and ability to be flexible and do whatever it takes to make customers happy

Qualifications

• Full Time
• Monday through Friday/ Saturdays (In Season)

Benefits

• Comprehensive health insurance (medical, dental, vision)
• 401(k)
• Unlimited Paid Time Off (PTO) and holidays
• Professional development opportunities
• Full company-wide closure during the week of Christmas (Varies year to year)

Pay

Not specified

Schedule

Monday through Friday/ Saturdays (In Season)