Service Coordinator at Bud’s Spas and Pools

Reporting to the Service Manager, the Service Advisor will often be the primary liaison between the customer and Service Department for the scheduling of all service-related activities. This individual will field general inquiries from customers ranging from product and equipment sales and service, to water testing and equipment issues and malfunctions. As the "go to" customer contact, this role requires broad technical and product knowledge, and a commitment to delivering a superior level of service at every opportunity.

Primary Responsibilities:

• Answer incoming calls, emails and walk-in's regarding service work for pools and spas
• Schedule and organize calls on daily to help keep the schedule organized and efficient
• Troubleshoot with customer to see if problems can be resolved through discussion or book a service call if it requires a technicians visit
• Assist in the retail location for inquiries on service and parts
• Help customers with their water chemistry at the water lab and test water when needed
• Process warranty requests for any products sold by Buds Spas and Pools according to the manufacturers warranty
• Complete a call ahead two days prior to all jobs to remind the customer of their appointment and discuss any questions the customer may have
• Process payments for all service calls and parts ordered over the phone
• Maintain accurate records and photos of customer's equipment and all service completed with them
• Use a CRM to track and follow up with all customer correspondence
• Review all work orders coming back from technicians for accuracy and to ensure any needed follow up happens
• Review maintenance logs and adjust work notes for next visit for weekly maintenance customers
• Hand out work orders in the morning to technicians as needed and review what each job entails

Requirements:

• Prior work experience in the pool industry an asset
• Use of a CRM and asset
• Must have strong organizational skills and the ability to handle multiple tasks at the same time
• Strong customer service skills and the ability to help customers through challenging situations
• Great time management skills and comfortable working with tight deadlines
• The ability to clearly communicate challenging and complex situations to customers in a way that makes sense to them
• Understands how to sell customer on the need for upgrades and repairs if it helps benefit them and the overall use of their pool or spa
• While not a requirement, a G License and clean driving record is desired
• Prior experience dispatching calls and experience with fleet management are an asset

This is highly technical and highly customer focused role that comes with a great number of unique challenges due to the industry. We are looking to start a new candidate to help us grow to better support our customers, so we have made the decision to start the next Service Coordinator in the slower off season. While this is a safer environment, there is a big swing in work load between the winter months and the spring months, with little time (only 2-3 weeks) of ramp up until we are in the busiest season of the year. Knowing this, we fully understand that you will make mistakes, and that things can be challenging. If you are someone that is eager to learn, can take feedback to help grow yourself and improve, we would love to see you join our team and service department!