Job Overview

Your Pool Pal LLC is a fully insured, family-owned and operated swimming pool builder with a passion for delivering the finest quality and craftsmanship. With over a quarter-century of experience designing and building exceptional pools in New Hampshire, our company is founded on expertise and a commitment to customer satisfaction. We are seeking a dedicated and professional Customer Service / Customer Success Manager to join our close-knit team. The ideal candidate will be the primary advocate for our clients, ensuring a smooth, positive, and memorable experience from the initial consultation through to project completion and beyond. This role is crucial for maintaining our reputation for excellence and fostering long-lasting client relationships.

Responsibilities

Serve as the main point of contact for clients throughout the entire pool design and construction process.
Proactively manage client communications, providing regular updates on project milestones, timelines, and progress.
Address and resolve all customer enquiries, concerns, and issues in a timely and professional manner.
Develop and implement customer success strategies aimed at enhancing client satisfaction and building loyalty.
Onboard new clients, clearly explaining the construction process and setting realistic expectations.
Gather, analyse, and report on client feedback to identify areas for service improvement.
Collaborate closely with our building and installation teams to ensure client requirements are understood and met.
Maintain accurate and organised client records and project documentation.

Qualifications

Proven experience in a customer-facing role, such as customer service, customer success, or account management.
Exceptional interpersonal and communication skills, both written and verbal.
Strong problem-solving abilities with a talent for effective conflict resolution.
Excellent organisational and time-management skills, with the ability to manage multiple client projects simultaneously.
A self-motivated and professional attitude, with the ability to work effectively within a small, family-run business environment.
Proficiency in standard office software; experience with CRM systems is advantageous.
Experience within the construction, home services, or a related trade industry is highly desirable but not essential.