Customer Service Representative

Customer Service Representative

About Us:

PoolSupplies.com is a leading national pool supply company offering all items needed to own and operate a swimming pool. Our goal is to offer all consumers products and brands that they not only trust, but depend on for pool sanitization, safety and fun. The primary method of sales is through e-commerce channels with shipments directly to the end user.

Job Summary:

We’re seeking a Customer Service Representative (Level I) to join our expanding onsite team. In this pivotal role, you’ll be the friendly voice and support our customers rely on. You’ll assist with calls, emails, live chats, and order inquiries while learning the ins and outs of our pools and pool products. We’re looking for someone who is committed to delivering exceptional service, excels in communication and problem-solving, and is enthusiastic about helping customers and promoting products when needed. This role is 100% onsite

Why You’ll Love Working With Us

You’ll join a supportive team that values growth, collaboration, and customer satisfaction. We invest in our people and provide opportunities to develop your skills and expand your career. We’re seeking career-minded individuals who want to grow with us, contribute to the company’s success, and build a long-term future here.

Duties and Responsibilities:

• Respond to inbound and make outbound calls, listening and supporting customers with care.
• Accurately enter and update customer information in our systems.
• Work closely with team members and Subject Matter Experts to provide seamless support for our customers.
• Use our ERP system to process customer orders with precision.
• Develop a solid understanding of our products to resolve basic issues and recommend solutions.
• Become familiar with sales channels and the procedures for order cancellations.
• Handle customer complaints professionally and escalate them when necessary.
• Process returns and create credit notes according to company policies.
• Respond to e-desk tickets with excellent email etiquette and timely communication.
• Assist customers in real time through live chat.
• Support department projects and additional tasks as assigned.

Shift:

• 8-hour shifts with a blend of day and evening coverage. Occasional mandatory overtime may be required during peak periods, and schedules are communicated in advance to support work-life balance.

What We’re Looking For (Essential Qualifications)

• 1-2 years of customer service and/or sales experience (office or call center).
• Outstanding communication skills — written, verbal, phone, and live chat.
• Ability to stay calm under pressure and listen with empathy.
• Strong problem-solving skills and attention to detail.
• A customer-first mindset, commitment to quality service, and understanding of "Customer Experience."
• Ability to multitask in a fast-paced environment.
• Independence as well as teamwork skills.
• Proficient in Microsoft Windows and Microsoft Office.
• Flexible availability — evenings, weekends, and seasonal overtime required

Preferred Qualifications

• 2+ year of customer service and/or sales experience (office or call center).
• Experience with Amazon, eBay, or Walmart marketplaces. (a plus!)
• Sales experience.
• Familiarity with ERP/CRM systems — especially NetSuite. (a plus!)
• Strong time-management skills.
• Knowledge of swimming pools or pool products (a plus!).

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Do you have 1-2 years of customer service and/or sales experience (office or call center)?

Are you flexible working an 8-hour shifts with a blend of day and evening coverage. Are you flexible to work occasional mandatory overtime during peak periods, and schedules are communicated in advance to support work-life balance?

Experience:

• Call center: 1 year (Required)

Work Location: In person