Customer Service Representative

Customer Service Representative (CSR) About the Tortorella Group

Founded in 1981, The Tortorella Group is Long Island’s premier swimming pool engineering, design, construction, and service company. Between New York City and Montauk, we serve the world’s most elaborate swimming pools and have been recognized as a Top 50 Pool Builder by Pool and Spa Magazine since 2005. Our growing multi-divisional organization believes in family, health, integrity, communication, and education – and we are committed to embracing these values as we serve our customers, employees, suppliers, and communities.

Hampton Bays, NY – Full Time – On Site in Hampton Bays

We seek a highly organized, enthusiastic, and entrepreneurial Customer Service Representative to join our growing team. In this role, you will build on Tortorella's foundation of concierge swimming pool service to deliver an impeccable customer experience and measurable growth. Working collaboratively across multiple divisions and our field team, the right candidate is a highly organized and confident self-starter with demonstrated sales and service abilities, best-in-class communication skills, and a collaborative team approach.

In this role, you will have responsibility for some of Tortorella’s most distinguished client relationships. Your quiver of resources includes your colleagues who bring literal centuries of industry experience, best-in-class communication tools, and an unsurpassed 40+ year reputation.

Reporting to Office Operations Manager, be prepared to have an immediate impact on preparation for the busy 2026 summer season.

• Answer inbound phone calls from our Tortorella service customers, and our Pool Technicians out in the field
• Build and nurture lasting customer relationships while identifying opportunities to exceed expectations
• Collaborate effectively with the Service team and field technicians to uphold Tortorella’s service standard
• Proactively identify repair and maintenance opportunities to ensure clients have an impeccable summer and winter season
• Negotiate contracts while defending our industry-leading renewal rates
• Prepare estimates for repair work, upgrades, and third-party services; coordinate the timing and delivery of the work when relevant while ensuring quality control is also performed
• Drive continuous improvement of the team by sharing your knowledge of sales and account management
• Work with the finance/accounting team to ensure prompt payment and/or effectively manage receivables in their territory
• Report on key performance indicators (KPIs) that prove your effectiveness and impact

• Proven, hands‑on work experience in sales, account management, or customer service. Preferably in the swimming pool industry
• Exceptional organizational and communication skills
• Bachelor’s or certificate, Preferred
• Proficiency in Microsoft Office and Windows, ability to type 40+ wpm
• A positive “can do” attitude and the willingness and ability to be flexible and do whatever it takes to make our customers happy

• Full Time
• Monday through Friday / Saturdays (In Season)

Hourly range: $25 to $29 plus time and a half over 40 hrs. In accordance with New York’s Pay Transparency Law, we are committed to providing clear and accessible information about compensation for this role. The listed salary range reflects the base pay for this position. Actual compensation will be determined based on relevant experience, education, and qualifications. Additional compensation may include bonuses or equity, as applicable.

• Comprehensive health insurance (medical, dental, vision)
• 401(k)
• Unlimited Paid Time Off (PTO) and holidays or accrual based
• Professional development opportunities
• Full company‑wide closure during the week of Christmas (varies year to year)

Our company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religions, gender, sexual orientation, national origin, disability status, or any other characteristic protected by law. Applicants should be US Citizens or have authorization to work in the United States.

Tortorella is an Equal Opportunity Employer.