Client Success Specialist

• Base Pay $18.00 - $21.00 / Hour
• Job Category Branch ops
• Employee Type FT Non-Exempt

Make an Impact Beyond the Pool

At National Pool Partners (NPP), a Certus Home Services Company, we're not just servicing pools—we're transforming the pool ownership experience. As part of our growing family of companies, we're committed to delivering exceptional customer service, operational excellence, and a people-first culture that empowers our employees to thrive.

We're looking for a highly organized, customer-focused Client Success Specialist who enjoys helping people, solving problems, and keeping operations running smoothly. This role is perfect for someone who thrives in a fast-paced environment, enjoys building relationships, and takes pride in creating an outstanding customer experience from the very first interaction.

• People-first culture where your voice matters
• Competitive compensation
• Medical, dental (company-paid), and vision benefits
• 401(k) with company match
• Paid time off and paid holidays
• Career growth opportunities within a rapidly expanding organization
• Supportive leadership team invested in your success
• Collaborative environment where teamwork drives results

As a Client Success Specialist, you'll serve as a key connection between our customers, field teams, and branch operations.

• Deliver friendly, professional, and timely customer service
• Serve as the first point of contact for incoming customer inquiries
• Answer calls, emails, and customer questions with professionalism and urgency
• Assist customers with billing questions, account updates, and service-related concerns
• Support customer retention by providing exceptional service and follow-through

• Manage front desk operations, call routing, and customer communications
• Create invoices, process payments, and maintain accurate customer records
• Track lead sources and maintain customer account information
• Update customer payment methods and autopay information
• Assist with collection efforts through customer outreach and follow-up
• Coordinate communication between customers and field service teams
• Generate and distribute customer quotes
• Collect deposits for repair and service projects
• Support Service and Repair teams with customer communication and scheduling
• Promote products and services that meet customer needs
• Assist operational teams with customer follow-up and service updates

• High School Diploma, GED, or equivalent experience
• Minimum of 1 year of office, administrative, customer service, or call-center experience
• Strong customer service and relationship-building skills
• Excellent verbal and written communication abilities
• Ability to multitask and manage competing priorities effectively
• Strong attention to detail and organizational skills
• Proficiency with Microsoft Office products, including Outlook, Excel, and Word
• Ability to learn new software platforms and mobile applications quickly
• Previous experience in a service-based industry is preferred
• Pool industry experience or familiarity with pool equipment is a plus
• Ability to pass a pre-employment background check and drug screening

• Positive attitude and professional demeanor
• Strong sense of urgency and follow-through
• Dependable, trustworthy, and accountable
• Comfortable working independently while supporting a team
• Able to remain calm and professional in challenging situations
• Strong problem-solving and decision-making skills
• Adaptable and comfortable in a fast-paced environment

• Managing multiple customer requests throughout the day
• Communicating with customers, technicians, managers, and branch leadership
• Working with scheduling systems, invoicing platforms, and customer databases
• Supporting branch operations through administrative and customer service functions
• Providing solutions and maintaining a positive customer experience
• Balancing multiple priorities while maintaining attention to detail

This position is primarily office-based but may occasionally require interaction with field personnel, equipment, or customer…