Customer Support – Voice

Role Overview

• Emergency Call Handling: Answer inbound customer and Poolsyder calls, emails and texts related to urgent pool issues such as leaks, pump failures, filtration problems, and water quality emergencies.
• Customer Enquiries: Answer inbound customer calls, emails and texts related to their regular pool service, such as “what time will my Poolsyder be here?” and “where is my invoice?”
• Outgoing call handling: Monitor customer accounts and make outbound calls as required, for example to chase unpaid invoices or provide quotes for jobs identified by Poolsyders, such as skimmer basket changes, seal replacements, etc. Also, make outbound calls to verified potential customer leads.
• Poolsyder Communication: Dealing with customer/Poolsyder issues when required, for example advising a customer if a Poolsyder advises they are running late due to weather, traffic or other circumstances.
• Rapid Triage & Assessment: Quickly identify issue severity, gather key details, and determine appropriate response level (emergency dispatch vs. scheduled service).
• Dispatch Coordination: Coordinate with on-call technicians to assign jobs based on availability, location, and urgency.
• Customer Communication: Provide calm, clear, and reassuring guidance to customers experiencing service disruptions or urgent pool problems.
• Real-Time Scheduling Support: Update and manage service appointments in dispatch or CRM systems, ensuring accurate routing and timely technician arrival.
• Escalation Management: Escalate complex or high-risk issues to senior technicians or operations leads when necessary.

Requirements

• Customer Service Experience: Prior experience in customer support, dispatch, call center, or service coordination preferred.
• Strong Communication Skills: Ability to remain calm, professional, and solution-oriented during high-pressure or urgent situations.
• Availability for Flexible Shifts: Must be willing to work part-time shifts that may include evenings, weekends, or on-call coverage.
• Tech Proficiency: Comfortable using scheduling tools, CRM platforms, and mobile dispatch systems.
• Problem-Solving Ability: Able to quickly assess issues and make sound decisions without heavy supervision.
• Reliability Under Pressure: Consistent attendance and strong responsiveness during peak or emergency service periods.
• Experience in home services, HVAC, plumbing, pest control, or other field dispatch environments
• Familiarity with on-demand service platforms or gig-style operations
• Spanish bilingual abilities (a plus, depending on service area)

Benefits

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.