Customer Service Representative

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3 days ago Requisition

Salary Range: $20.00 To $22.00 Annually

Coastal Pools is one of the area’s leading custom pool builders, dedicated to creating an extraordinary experience for our customers. We build quality pools, provide exceptional service, give back to the communities where we work and live, and foster a culture of opportunity and growth for our Associates throughout their careers.

Recognized as 2025 & 2026 Best of Annapolis & Eastern Shore
, Coastal Pools consistently ranks among the top pool builders in the region. We’re growing—and we’re looking for a highly responsive, customer-focused professional to help make every customer’s first experience with Coastal Pools exceptional.

As a Customer Service Representative
, you are the first voice of Coastal Pools and the front door to our customer experience.

You’ll turn inquiries into appointments and great first impressions into lasting customer relationships. You’ll manage incoming leads, respond quickly, follow up consistently, and deliver a white-glove experience from the very first interaction.

This is a highly visible role that sits at the intersection of customer service, lead management, and sales support
. Using Job Tread and Salesforce, you’ll document every interaction, manage your pipeline, and make sure no opportunity falls through the cracks.

Your success will be measurable: response times, follow-up activity, appointments scheduled, and lead conversion.

Respond quickly and professionally to incoming leads by phone, email, and web.

Capture complete and accurate customer information.

Qualify inquiries and schedule appointments for our Sales & Design Consultants.

Create a positive, polished, white-glove experience from the customer's very first interaction with Coastal Pools.

Consistently follow up with leads and prospects so no opportunity falls through the cracks.

Move qualified leads through the early stages of the sales pipeline.

Provide Sales & Design Consultants with organized, complete handoffs.

Meet established performance goals for response time, outreach activity, appointments, and lead conversion.

Take ownership of your pipeline and proactively identify leads that need attention.

Document calls, emails, notes, and customer interactions in Job Tread and Salesforce to maintain one complete customer history.

Keep leads, tasks, follow-ups, and pipeline stages accurate and current.

Use dashboards and reporting tools to organize your day and prioritize activity.

Maintain accurate data that supports forecasting, performance measurement, and a seamless customer experience.

Answer questions about Coastal Pools' products, services, process, and pricing warmly and accurately.

Resolve customer needs when possible and quickly route questions or issues to the appropriate team member when needed.

Keep customers informed and ensure they know what to expect next.

Represent the Coastal Pools brand and our white-glove service standard in every interaction.

You’re warm, fast, organized, and accountable
—the kind of person customers are genuinely glad they reached.

You enjoy helping people, but you also understand that great customer service requires discipline behind the scenes. You follow up without being reminded. You keep clean records. You respond quickly. You take ownership when something needs attention.

You’re comfortable working in CRMs, managing tasks, and using dashboards to understand your performance. Rather than being intimidated by goals and metrics, you like knowing where you stand and what you can improve.

Most importantly, you understand that this position is the front door of Coastal Pools
—and you take pride in making sure every customer who walks through it receives an exceptional first impression.

Must-Have Skills & Abilities

Customer service…