Job Details
**Customer Service Representative**
Office Eagle-Vail, Colorado Minimum Experience **Experienced** Compensation **$20 - $25 DOE** Job Summary:
The Customer Service Representative is an integral part of creating and maintaining excellent relationships
with our customers. This position primarily communicates with customers about their services, products, or
other product needs over phone, email, and text. For requests or questions that the CSR cannot resolve or
answer, they should be forwarded to the appropriate department or individual.
Essential Duties and Responsibilities:
1. Answer all incoming calls courteously, answering or resolving questions, requests, or issues
appropriately and thoroughly and directing calls or passing information or requests to the appropriate
individuals when necessary to ensure callers are taken care of and attended to.
2. Be able to use the computer systems to access data and information to answer and resolve customer
issues.
3. Efficiently and productively type conversational notes, updates, and edits into the computer systems
as necessary.
4. Assist with researching and updating account information as needed such as when a home with a
product has a new owner.
5. Understand the basics of the pool and spa, fitness, and outdoor systems business.
6. Maintain route status board.
7. Call customers for approval of technical repairs when route service employees create a technical ticket at one of their customer sites.
8. Create technical tickets in EVOSUS and coordinate with the Customer Service Manager.
9. Coordinate customer calls and requests with route leads and/or utility technicians.
10. Produce Status Changes and coordinate with pertinent departments.
11. Return phone calls to all customers for technical work in process/complete: in process updates, parts on order, work complete, etc.
12. Maintain accurate, complete up-to-date customer records in the Excel database and customer files. Maintain EVOSUS customer files: names, addresses, contacts, equipment, contracts, pictures, etc.
Additional Duties and Responsibilities
1. Please note this job description is not designed to cover or contain a comprehensive listing of
activities, duties or responsibilities that are required of the employee for this job. Duties,
responsibilities and activities may change at any time with or without notice.
Education and Experience
1. High School graduate or equivalent
2. 2-3 years experience working in Customer-Service-related field, answering telephones and
interacting with customers, providing a high-level of service. At least 1 year of administrative/office
experience preferred.
Competencies
1. Ability to answer telephones in courteous, friendly manner with a happy voice and attitude conveyed
over the phone.
2. Excellent oral and written communication skills. English required.
3. Exceptional customer service
4. Work effectively with a variety of personalities and styles.
5. Productive and efficient computer skills including with Microsoft Office suite
6. Ability to solve problems and creatively address issues and concerns
7. Critical thinking
8. Time management
9. Adaptable and flexible
Physical Demands
Must be able to perform the following functions, with or without accommodations:
1. Answer telephones, direct calls, take messages
2. Operate a computer
3. Lift up to 15 lbs.
Work Environment
This position operates primarily in a quiet office environment where temperatures are regulated.
Work Schedule
The Customer Service Department coverage period is as follows: Monday-Friday, 7am - 5pm and Saturday 8am - 4pm. All
days and times must be covered by at least one Customer Service Representative and two during the busiest of times.
Location Eagle-Vail, Colorado Minimum Experience Experienced Compensation $20 - $25 DOE