Customer Service Representative

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Full Time Seasonal Clerical Waltham, MA, US

4 days ago Requisition

Salary Range: $24.00 To $30.00 Hourly

Easton Select Group is seeking a customer-focused and detail-oriented Customer Service Representative to support customers across our growing pool service, construction, and backyard leisure operations. This role is responsible for handling customer inquiries, resolving service-related issues, supporting scheduling coordination, and providing exceptional customer support throughout the customer experience lifecycle.

The Customer Service Representative serves as a key communication link between customers, operations teams, service technicians, and leadership to ensure timely responses, accurate information, and a positive customer experience. This position plays an important role in maintaining customer satisfaction and supporting long-term customer relationships.

The ideal candidate is organized, professional, and comfortable operating in a fast-paced service environment with strong communication and problem-solving abilities.

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels
• Assist customers with questions related to pool services, maintenance, repairs, products, scheduling, and billing
• Provide customers with accurate information regarding services, timelines, and next steps
• Maintain a professional and customer-first approach during all customer interactions
• Follow up with customers to ensure satisfaction and resolution of service requests

• Coordinate with Operations, Service Technicians, and field teams to support scheduling and customer communication
• Accurately document customer interactions, service requests, and updates within CRM or scheduling systems
• Assist with service appointment coordination, routing updates, and customer notifications
• Support order processing, service documentation, and administrative workflows as needed
• Maintain organized and accurate customer records and communication logs

• Troubleshoot and resolve basic customer concerns related to services, scheduling, products, or billing
• Escalate complex service or technical issues to the appropriate operational or management teams
• Support customer retention efforts through responsive communication and proactive follow-up
• Identify recurring customer concerns and communicate trends to leadership for operational improvement
• Help ensure a positive and consistent customer experience across all service interactions

• Partner with Customer Service, Operations, Sales, and field leadership teams to support efficient service delivery
• Assist with customer onboarding for new services and maintenance programs
• Support process improvement initiatives related to communication workflows and customer service operations
• Participate in team meetings, training sessions, and operational support initiatives as needed

• High school diploma or equivalent required
• Previous customer service, administrative, or support experience preferred
• Strong verbal and written communication skills
• Strong organizational and multitasking abilities
• Proficiency in Microsoft Office Suite and basic computer systems
• Ability to work effectively in a fast-paced environment
• Professional demeanor with strong customer service and problem-solving skills

• Experience with in pool service, home services, construction, retail, HVAC, plumbing, or related industries preferred
• Familiarity with CRM systems, scheduling software, or dispatching platforms
• Basic understanding of pool products, equipment, or maintenance terminology is a plus
• Bilingual abilities preferred
• Experience supporting multi-location operations or service teams is a plus

Easton Select Group is a Massachusetts-based company specializing in pool services and backyard leisure products. Built on a 50-year legacy as a second-generation family business, Easton Select Group is recognized for quality, operational excellence, and innovation.

The company operates a diversified portfolio of brands, providing tailored pool products, services, and expertise for homeowners nationwide. Easton Select Group continues to grow through strategic acquisitions, strengthening its ability to deliver industry-leading service and support across a highly fragmented market.

• 9 paid holidays
• Paid vacation and sick time
• Employer-matched 401(k)
• Employer-paid life insurance
• Optional supplemental life insurance
• Medical, dental, and vision insurance plans

We are proud to be an Equal Opportunity Employer and are committed to fostering a diverse, equitable, and inclusive workplace. All qualified…