Customer Service Representative

Service Department

Location: Queenstown, MD
Schedule: Full-Time | Monday–Friday

Be the Voice of Coastal Pools

Do you enjoy helping people, solving problems, and creating an exceptional customer experience?

Coastal Pools is one of the region's premier custom pool builders and full-service pool companies, proudly recognized as the 2025 Best of Annapolis & Eastern Shore. We are committed to delivering outstanding customer service, building quality pools, and creating opportunities for our employees to grow.

We're looking for a Customer Service Representative to join our Service Department. This role is the first point of contact for many of our customers and plays a vital role in ensuring every service request is handled professionally, efficiently, and with exceptional care.

What You'll Do

As a Customer Service Representative, you'll help keep our Service Department running smoothly by supporting customers, coordinating communication, and ensuring service requests are handled from start to finish.

Responsibilities include:

• Answer incoming customer calls, emails, and online inquiries regarding pool service, maintenance, repairs, and renovations.
• Schedule service appointments and coordinate with the Service Manager and technicians.
• Maintain regular communication with customers regarding appointment scheduling, updates, and service completion.
• Document all customer interactions, service requests, and notes accurately within JobTread or our CRM system.
• Help prioritize service requests and ensure nothing falls through the cracks.
• Resolve routine customer questions while escalating technical concerns or complex issues to the appropriate team member.
• Provide customers with information regarding our services, maintenance programs, equipment, and scheduling.
• Deliver a professional, friendly, and solution-focused experience during every customer interaction.

What We're Looking For

We're looking for someone who genuinely enjoys helping customers and thrives in a fast-paced environment where organization and communication are key.

Qualifications include:

• Excellent customer service and communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask while managing phone calls, emails, scheduling, and customer follow-up.
• Positive, professional attitude with strong problem-solving abilities.
• Comfortable learning and using CRM software such as JobTread, Salesforce, or similar platforms.
• Proficiency with Microsoft Office (Outlook, Word, and Excel).

Preferred Qualifications

• Previous customer service, service coordination, scheduling, or dispatch experience.
• Experience working in construction, home services, pool service, HVAC, plumbing, landscaping, or a similar service industry.
• Experience using JobTread, Salesforce, or another CRM platform.
• Ability to remain calm and professional while handling customer concerns.

Why Join Coastal Pools?

At Coastal Pools, our Service Department is built on relationships. Every phone call, email, and customer interaction is an opportunity to reinforce the trust our customers place in us.

We offer:

• Competitive pay based on experience
• Health, dental, and vision insurance
• Retirement benefits
• Paid Time Off after 90 days (accrual system)
• Up to 15 days PTO
• Eight paid holidays
• On-the-job training and career development
• Beautiful new Design Studio and Service Center
• Stable, year-round employment
• Supportive, team-oriented culture

Why You'll Love This Job

If you enjoy helping customers, staying organized, and making a positive impact every day, this role is for you. You'll be a key member of our Service Team, helping coordinate the customer experience while supporting the technicians and managers who keep our customers' pools operating at their best.

If you're looking for a rewarding career with a growing company that values teamwork, professionalism, and exceptional customer service, we'd love to hear from you. Apply today!