Customer Experience Lead - Employee-Owned & Great Benefits

Mainely Tubs; Scarborough (ME); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Employee ownership

401(k) with company match

Generous PTO

Wellness reward

Disability and life insurance

Dental/medical/vision insurance

Quarterly bonus potential

Job summary

Mainely Tubs in Scarborough, ME is seeking a dedicated Customer Service Representative to manage inbound inquiries, coordinate service scheduling, and support field technicians to ensure timely, accurate, and customer-focused service delivery.

The ideal candidate has 3-5 years in customer service or scheduling, strong communication skills, and a collaborative mindset to uphold our team-oriented, employee-owned culture.

Qualifications

• 3-5 years of customer service, call center, scheduling, or service coordination experience.
• High school diploma or equivalent required.
• Strong problem-solving and troubleshooting ability.
• Excellent verbal and written communication skills.
• Service recovery and conflict resolution capability.
• Highly organized with strong attention to detail.
• Technical proficiency and ability to learn new software programs.
• Team-oriented with a collaborative mindset.

Responsibilities

• Customer Support & Communication: Respond to incoming customer calls and emails regarding service needs for water care products; provide friendly, professional, and solutions-focused support; accurately document customer requests and service details.
• Customer Education: Educate customers on water care services, maintenance best practices, and service contract options; promote preventative care solutions that enhance performance and satisfaction.
• Service Recovery & Issue Resolution: Address concerns and complaints with empathy and professionalism; de-escalate situations and drive resolution; coordinate with service leadership when escalation or follow-up is required.
• Team Collaboration: Serve as a communication link between customers and field technicians; support scheduling adjustments and updates; contribute to continuous improvement of service processes and customer experience.

Skills

Customer service

Call center

Scheduling

Service coordination

Problem-solving

Verbal communication

Written communication

Team collaboration

Education

High school diploma

Job description

Mainely Tubs in Scarborough, ME is seeking a dedicated Customer Service Representative to manage inbound inquiries, coordinate service scheduling, and support field technicians to ensure timely, accurate, and customer-focused service delivery.

The ideal candidate has 3-5 years in customer service or scheduling, strong communication skills, and a collaborative mindset to uphold our team-oriented, employee-owned culture.