apply for Pool Maintenance Scheduling Coordinator

Job Description:

The Maintenance Coordinator is integral in creating outstanding customer experience and maintaining a high retention rate of our recurring customer base while achieving the vision for rapid growth in the department. Key responsibilities include coordination of all inbound communications, customer scheduling for the maintenance department, and maintaining AR for the department.

Key Responsibilities:

  • Act as the primary point of contact for all inbound customer communications related to maintenance inquiries, issues, and service requests (via phone, email, and online forms).

  • Provide accurate quotes to customers for services based on the pool’s size, condition, and customer requirements.

  • Schedule routine pool cleaning services, repairs, and maintenance according to customer needs, technician availability, and service capacity.

  • Dispatch maintenance work orders to technicians based on urgency, location, and technician availability.

  • Track work orders through the full customer cycle to ensure accuracy, efficiency, and completeness.

  • Respond to customer inquiries, concerns, and maintenance requests promptly and professionally.

  • Provide customers with updates on service appointments, delays, and other service-related matters.

  • Establish a rapport with customers to instill confidence in the company’s ability to provide effective solutions.

  • Address any customer concerns with empathy and professionalism, offering clear and concise explanations and timelines.

  • Follow up with customers post-service to ensure satisfaction and resolve any remaining issues.

  • Demonstrate consistent communication to ensure customers feel heard, valued, and cared for throughout the service process.

  • Maintain accurate records of all signed agreements, including service terms, pricing, and schedules.

  • Communicate with customers about any overdue payments, maintaining a clear and friendly communication approach.

  • Collaborate effectively with the operations team, maintenance staff, and sales personnel to ensure smooth and efficient service delivery.

  • Foster a positive and supportive work environment, actively contributing to team goals and maintaining open communication with team members.

  • Be flexible and willing to support other departments as needed, including assisting with customer sales inquiries and coordinating after-hours service needs.

Qualifications:

• Education: High school diploma or GED; required

• Experience: 2 years of customer service; preferred

• Technical Skills

  • Basic computer skills (Word, Excel, Outlook, Calendar); required

  • CRM and/or Service Management Software experience; preferred

  • Basic understanding of pool maintenance and equipment; preferred

• Physical Requirements:

  • Ability to sit for long periods of time

  • Ability to stand for long periods of time

  • Ability to look at a screen for majority of the day

  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Working Conditions:

  • Primarily inside with climate control

Pay: Hourly; based on qualifications

Position Type:

  • Full-Time: Monday – Friday; 7:30-5:00

  • Occasional nights or weekends; emergency situations only

Benefits:

  • Health insurance; subsidized by employer

  • Paid holidays

  • Paid time off

  • Potential use of a company vehicle after an initial probationary period

  • 401(K) opportunity; employee funded

  • Training and career growth opportunities