Customer Service Associate

Moov Pool Products; Town of Florida (NY); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Paid Training

Health, dental, vision, Life and Disab

401(k) with employer match

PTO 2 weeks

Holiday time off

At-will employment (Florida law)

Job summary

Moov Pool Products is seeking a Customer Support Associate to serve as the first contact for customers needing assistance with pool equipment. You will help troubleshoot issues, answer product questions, create service requests, and ensure timely, effective support across residential and commercial pool owners in the United States.

You will respond via phone, email, and other channels; perform basic diagnostics; coordinate appointments; and maintain accurate records.

Qualifications

• Customer support experience required.
• Strong communication and customer-first attitude.
• Ability to learn technical products and troubleshooting procedures.
• Experience in swimming pools, home services, HVAC, plumbing, construction, or related industries.

Responsibilities

• Respond to customer inquiries by phone, email, and other communication channels.
• Assist customers with questions related to pool equipment, operation, and maintenance.
• Perform first-level troubleshooting and remote diagnostics on pool equipment.
• Identify issues that can be resolved remotely and guide customers through step-by-step solutions.
• Create, document, and manage customer service requests.
• Coordinate service appointments and communicate service updates to customers.
• Escalate unresolved issues to the Service Dispatch team when on-site service is required.
• Maintain accurate customer records and case notes within company systems.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Collaborate with Service Dispatch, Operations, and Field Technicians to ensure timely service delivery.
• Continuously develop knowledge of pool equipment, products, and customer support best practices.

Skills

Customer support

Communication

Technical troubleshooting

Phone support

Organization

Ticketing software

Microsoft Office

Tools

Microsoft Office

Ticketing system

Job description

About the role

The Customer Support Associate serves as the first point of contact for customers requiring assistance with pool equipment. This role is responsible for helping customers and Field service technician troubleshoot issues, answering product-related questions, creating service requests, and ensuring customers receive timely and effective support.

This position plays a key role in delivering an exceptional customer experience while supporting residential and commercial pool owners across the United States.

What you’ll do

• Respond to customer inquiries by phone, email, and other communication channels.
• Assist customers with questions related to pool equipment, operation, and maintenance.
• Perform first-level troubleshooting and remote diagnostics on pool equipment, including pumps, filters, heaters, automation systems, and water treatment equipment.
• Identify issues that can be resolved remotely and guide customers through step-by-step solutions.
• Create, document, and manage customer service requests.
• Coordinate service appointments and communicate service updates to customers.
• Escalate unresolved issues to the Service Dispatch team when on-site service is required.
• Maintain accurate customer records and case notes within company systems.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Collaborate with Service Dispatch, Operations, and Field Technicians to ensure timely service delivery.
• Continuously develop knowledge of pool equipment, products, and customer support best practices.

We are Offering

• Salary range: $45,000 – $55,000 USD (based on experience)
• Paid Training provided.
• Career growth opportunities within the compagnie.
• Health, dental, vision, Life and Disability insurance (with employer contribution)
• 401(k) with employer match (up to 5%)
• Paid time off (PTO): 2 weeks (10 days)
• Up to 10 additional days weeks during Christmas Holidays
• Employment is “at-will” as defined by Florida law

We are Looking for

• Previous customer support experience
• Strong communication skills and a customer-first attitude.
• Ability to learn technical products and troubleshooting procedures.
• Comfortable speaking with customers by phone throughout the day.
• Strong organizational and problem-solving abilities.
• Experience in swimming pools, spas, home services, HVAC, plumbing, construction, or related industries (Asset).
• Proficiency with Microsoft Office and ticket management systems.