Customer Service Representative (On-Site)

Description:

Position Summary

The Customer Service Representative manages inbound customer inquiries, troubleshoots service needs, and coordinates scheduling for water care and service appointments. This role partners closely with field technicians and internal teams to ensure timely, accurate, and customer-focused service delivery.

Key Responsibilities

Customer Support & Communication: Respond to incoming customer calls and emails regarding service needs for hot tubs, swim spas, and saunas; provide friendly, professional, and solutions-focused support; accurately document customer requests and service details.

Customer Education: Educate customers on water care services, maintenance best practices, and service contract options; promote preventative care solutions that enhance performance and satisfaction.

Service Recovery & Issue Resolution: Address concerns and complaints with empathy and professionalism; de-escalate situations and drive resolution; coordinate with service leadership when escalation or follow-up is required.

Team Collaboration: Serve as a communication link between customers and field technicians; support scheduling adjustments and updates; contribute to continuous improvement of service processes and customer experience.

Requirements:

Qualifications

o 3–5 years of customer service, call center, scheduling, or service coordination experience; proven ability to manage high-volume interactions with professionalism

o High school diploma or equivalent required

o Strong problem-solving and troubleshooting ability

o Excellent verbal and written communication skills

o Service recovery and conflict resolution capability

o Highly organized with strong attention to detail

o Technical proficiency and ability to learn new software programs

o Team-oriented with a collaborative mindset

Schedule

• Full-time, 40 hours per week
• Monday–Friday, 8:00 AM–4:30 PM (30-minute lunch)
• Rotating Saturday shift

Why Join Mainely Tubs

• Employee Ownership: 100% employee-owned; team members receive annual company stock grants beginning in year two.
• Supportive Team Environment: Experienced professionals who collaborate, support one another, and celebrate success.
• Comprehensive Benefits: Health insurance, 401(k) with company match, paid time off, and more.
• Meaningful Work: Help customers enjoy relaxation, wellness, and backyard living.