Customer Service and Sales Representative

The Pond Guy; Armada (MI); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Blue Cross Blue Shield Healthcare

401k with employer 4% match

Paid Time Off

Holiday pay

Job summary

The Pond Guy, Inc. in Armada, MI, is seeking a Customer Service and Sales Representative to join Pond Techs. You will handle inbound inquiries, educate customers on pond products, and drive sales with commissions in addition to base pay.

Training provided; no prior pond knowledge required. This full-time role is onsite at our Armada headquarters, with opportunities to transition to hybrid/remote after training milestones.

Qualifications

• 2–3 years of sales or customer service experience.
• Basic understanding of mathematics, conversions & ratios.
• Ability to effectively communicate with customers while documenting relevant information.
• Excellent written and verbal communication skills.
• Proficient with Word and Excel and able to multitask across multiple software systems.
• Hands-on mindset and ability to work in an office environment.
• Technical background is a plus.

Responsibilities

• Assist customers with technical product questions, sales, and order-taking via phone, email, text, and chat.
• Identify opportunities for cross-selling and upselling.
• Conduct outbound calls and emails to follow up on leads or past inquiries.
• Provide pond profiles to customers based on their needs.
• Manage customer information in the CRM and log interactions.
• Resolve issues related to products, shipping, or post-sales support.
• Review sales goals weekly, monthly, quarterly, and annually to improve performance.

Skills

Customer service

Sales

Communication

Multitasking

Office software

Tools

Word

Excel

CRM

Job description

Are you a results-driven sales pro who thrives on clear goals—and gets rewarded when you crush them? Do you love seeing your performance metrics and knowing exactly where you stand? Would you enjoy helping dozens of customers every day find the perfect solution from a lineup of products you can be proud to stand behind? Are you looking for a company that values connection, growth, and transparency just as much as performance? If so, we’d love for you to join our Customer Sales team—known as Pond Techs—here at The Pond Guy!

Our Customer Service and Sales Representative role combines customer service and technical sales into a position that offers everything you’ve been looking for. It provides commissions and bonuses on top of a great base pay with no cold calling. Plus, you get the opportunity to coach and educate people on how to improve their ponds. Previous pond knowledge is not required—we will train you!

See the details of the position below.

The Pond Guy / Airmax, Inc. is the leading manufacturer of pond, lake, and water garden products including aeration systems, fountains, and water treatments.The Pond Guy sells nationwide to both end-users and a network of Airmax distributors. Watch now to learn more about The Pond Guy: https://qrcodes.pro/sIkmTV

Job Description

Our Customer Service and Sales Representatives are critical contributors to providing customers with quality service and technical support. Expect detailed training to start you on your path to mastering processes regarding our products and procedures. Our family dynamic at The Pond Guy extends to the customers as we strive to give them the highest quality service possible. In peak season, we receive a high volume of inbound calls. You should anticipate 50-70 calls per day to assist customers with troubleshooting and provide resolutions in the form of sales to correct customer pond issues.

Here are some examples of the actual work your day would include:

• Assist customers with technical product questions, sales, and order-taking via phone, email, text, and chat
• Over come objections and proactively ask relevant questions to sell the best solutions based on customer needs
• Identify opportunities for cross-selling and upselling additional products or services that support the customer with their pond goals
• Conduct outbound calls and emails to follow up on leads, quotes, or past customer inquiries
• Provide pond profiles to customers to follow based on their individual pond needs
• Research, through multiple sources when needed to determine the best product/solution for the customer
• Manage customer information in our CRM by tracking sales activities, managing follow-up tasks and ensuring all interactions are logged in the system
• Address any issues or concerns customers have regarding products, shipping, or post-sales support
• Analyze and review your metric sales goals on a weekly, monthly, quarterly, and annual basis to improve job performance
• Adapt tonew salestools and technology updates to streamline the customer experience and improve sales processes
• Perform field work and face-to-face retail sales on occasion for training purposes
• Participate in ongoing sales training, product-knowledge training, and product demos to support customers and improve sales techniques

Job Requirements

To be successful in this role, you need to have a certain amount of knowledge and skills:

• 2-3 years of sales or customer service experience
• Basic understanding of mathematic calculations, conversions & ratios
• Ability to effectively communicate with customers while documenting relevant information regarding their interaction
• Excellent written and verbal communication skills
• Proficient computer knowledge in Word and Exceland the ability to multitask within multiplesoftwaresystems
• Hands-on mind set with ability to work in an office environment
• Technical background is a plus

This position requires manual dexterity for typing, sitting at a desk, and looking at a computer screen for long periods of time. In addition, portions of the training require you to shadow other departments that may require physical activity including lifting 25-35 pounds and standing for long periods of time.

We need an Customer Service and Sales Representative that has a positive attitude, and the words “can’t” and “impossible” are not a part of your vocabulary. The capacity to switch quickly from one task to the next will be an important part of your success in this role. It is necessary to absorb and reference extensive information while providing outstanding customer service. This person should continually add value to the organization beyond their day-to-day tasks.

Availability

Our Customer Service and Sales Representative role is a full-time, year-round position located onsite at our headquarters, 15425 Chets Way, Armada, MI 48005. To ensure thorough onboarding and training, team members begin onsite for the first year. Tribe members who achieve established performance milestones and demonstrate strong mastery of their responsibilities may be eligible to transition to a hybrid or remote schedule earlier than one year.

Shifts are typically 8 hours and fall between 9:45AM - 6:15PM (EST) Monday through Friday, 2 Saturdays per month*.

*Saturday hours are 8:45AM - 4:15PM (EST) during the months of March through October. We are closed on Saturday during the months of November through February.

Customer Service and Sales Representative are scheduled on the phones throughout the entirety of their shift.

This is a full-time position with a base hourly rate plus commissions. The average annual compensation is between $50,000 to $70,000. Additional paid time off can be earned based on sales metrics.

Benefits include:

• Blue Cross Blue Shield Healthcare
• Vision Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Critical Illness Insurance
• Life Insurance
• Paid Time Off
• Holiday pay effective immediately(8 holidays recognized)
• 401k with employer 4% match
• Referral program with opportunities to earn up to $1,500 per referral
• Additional Training Programs: Career Development and Department Shadows

Company Overview

The Pond Guy, Inc. is a growing company with over 160 employees. We manufacture pond, lake, and water garden supplies for customers in all 50 states, serving both wholesale and end-users. We have customers with large ponds used for swimming, fishing and ice skating and customers with decorative water gardens containing Koi, waterfalls, and plants. Our mission is to help the world enjoy ponds by being passionate, knowledgeable and providing innovative solutions.

The Pond Guy, Inc. is not just a team; we’re a tribe. A tribe is more like a family and is ongoing. We have fun, pursue our goals together, and encourage each other to grow. Becoming part of TPG, Inc. means more than getting a job—it’s a career move. We will give you the support you need to grow with us.

Company Divisions

The Pond Guy, Inc. encompasses a family of businesses to support customers in all pond aspects.

Airmax, Inc. - business-to-business and manufacturing.airmaxeco.com

The Pond Guy, Inc. - direct-to-consumer.thepondguy.com

The Pond Guy, Inc. - local services division.weknowponds.com

The Pond Guy, Inc. prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug/toxins test and background check.