Builder Support Representative

The Builder Support Representative provides exceptional customer service to assist and support pool builders via phone, email, and text. This role focuses on processing orders, scheduling field work, and ensuring a high level of customer satisfaction by proactively bridging communication gaps.

Essential Responsibilities

• Communicate with pool builders through phone, text, and email.
• Schedule installations and service appointments for builders.
• Prepare quotes for auto covers, replacement covers, fences, and service requests.
• Follow up daily on outstanding items (e.g., color, motor side).
• Order new systems and replacement fabrics from APC.
• Support retail customer orders and maintain builder accounts in ERP.
• Collaborate with Area Managers and Technicians to manage inventory and resolve issues.

Secondary Responsibilities

• Proactively reach out to builders for brochures, fabric samples, and other needs.
• Monitor and report builder-specific sales trends.
• Assist Inside Sales with CRM data maintenance.
• Provide construction specifications and support accounting with invoice inquiries.
• Perform other duties as assigned.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

High School Diploma/GED

Sales experience preferred

Industry experience preferred

Customer service experience preferred

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to communicate very effectively both verbally and in writing.

Basic understanding of pool cover mechanics.

Ability to work in a fast-paced, deadline-oriented environment.

Ability to show initiative and put forward ideas to consistently improve the service experience.

Basic mathematical skills (addition, subtraction, multiplication, division, percentages).

Advanced problem-solving abilities.

Excellent customer service skills.

Proficiency using Microsoft Office, Access, MAS 200, and the Internet.

Ability to input detailed and accurate data into computers with strong attention to detail.

Proficiency using email, phones and texting.

Ability to prioritize, organize, manage time effectively, and multitask.

Ability to work as part of a team.

Ability to work additional hours beyond eight hours per day and weekends as required.

Good speaking and listening skills.