Customer Support & Administrative Specialist

Job Title: Customer Support & Administrative Specialist Type: Full-Time, Remote Working Hours: Mondays – Fridays, 9 AM – 5 PM ET Compensation: LATAM $1,500–$1,600/month (based on assessment) About the Company We are a leading Pool Service, Repair, and Renovation business dedicated to providing high-quality, reliable solutions for homeowners. We manage everything from recurring maintenance to complex equipment repairs and full-scale pool renovations. Our team prides itself on operational excellence, ensuring that every "backyard oasis" we service is pristine, functional, and safe. About the Role The Customer Support & Administrative Specialist is the "Air Traffic Control" of our business. This role is a hybrid of high-touch customer service and critical administrative operations. You aren’t just answering phones; you are a problem-solver who manages the full lifecycle of a service call from initial inquiry and technical troubleshooting to scheduling technicians and ensuring the final invoice is paid. Ideal candidates are detail-oriented, resilient, and capable of handling a high volume of homeowner interactions while maintaining organized digital records and a profitable service schedule. Key Responsibilities - Handle a high volume of inbound calls regarding new service, recurring maintenance, and urgent repairs. - Diagnose pool equipment issues (pumps, filters, heaters) over the phone to ensure technicians arrive with the correct context. - Act as the first line of defense for service complaints, using critical thinking to de-escalate issues and find "win-win" solutions. - Draft and send repair estimates quickly and follow up to convert leads into scheduled jobs. - Use Skimmer pool management software to create work orders, optimize routes, and update customer profiles. - Balance urgent repair needs with recurring maintenance schedules to maximize technician productivity. - Notify homeowners of ETA changes or delays to maintain a premium service reputation. - Conduct polite but firm outbound follow-ups via phone, text, and email to collect on unpaid invoices. - Ensure all service logs and "proof of work" photos from technicians are accurately converted into invoices. - Assist customers with payment portal troubleshooting and record manual payments. - Maintain organized digital filing systems and updated customer CRM records. - Provide input to refine scripts, scheduling cadences, and internal office workflows. Required Skills & Qualifications - 3+ years of experience in customer support, administrative roles, or dispatching. - Fluent English with a neutral accent and exceptional verbal and written communication skills. - Prior experience in the Home Service industry (HVAC, Plumbing, Landscaping, or Pool services). - Proficiency with CRM/Scheduling software and G-Suite (experience with Skimmer is a major plus). - Ability to think on your feet when a schedule changes or a customer is frustrated. - Self-starter mindset with the ability to work independently in a remote environment. - High attention to detail and strong organizational discipline. - Experience in consumer-facing roles dealing directly with homeowners. Preferred Qualifications (Bonus) - Social Media: Experience with community management, responding to comments, or basic content engagement. - Financial Admin: Familiarity with Accounts Receivable processes and collections. - Technical Knowledge: Understanding of pool chemistry or equipment (pumps, salt cells, filters). Success Metrics - Call response time and resolution quality. - Schedule density and technician route efficiency. - Reduction in unpaid/outstanding invoices (AR Aging). - Lead-to-Job conversion rate for repair quotes. - Show rate and customer satisfaction scores.