Customer Service Representative

Tortorella Group; United States; On-site; USD 34,000 - 40,000; Full time

Benefits offered by this job

Health insurance

401(k)

Unlimited PTO and holidays

Professional development

Job summary

The Tortorella Group is seeking a Customer Service Representative to join our Hampton Bays, NY team. This on-site role supports service customers and field technicians, delivering proactive solutions and concierge-level client care.

You will build relationships, identify repair opportunities, and collaborate across divisions to exceed client expectations while maintaining our industry-leading service standards. A strong MS Office proficiency and a proactive attitude are essential.

Qualifications

• Proven, hands-on work experience in sales, account management, or customer service.
• 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.

Responsibilities

• Answer inbound phone calls from our service customers and technicians.
• Build and nurture lasting customer relationships while identifying opportunities to exceed expectations.
• Collaborate with Service team and field technicians to uphold service standards.
• Proactively identify repair and maintenance opportunities to ensure clients have an impeccable summer and winter season.
• Negotiate contracts while defending renewal rates.
• Prepare estimates for repair work, upgrades, and third-party services; coordinate timing and delivery while ensuring quality control.
• Drive continuous improvement of the team with sales and account management knowledge.
• Work with the finance/accounting team to ensure prompt payment and manage receivables in their territory.
• Report on KPIs that prove effectiveness and impact.

Skills

Customer service

Sales

Account management

Communication

Organization

MS Office

Typing 40 wpm

Education

Bachelor’s or certificate

Tools

MS Office

Job description

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.

Location: Hampton Bays, NY - Full Time – On Site in Hampton Bays

Are you passionate about client service and providing proactive solutions? Are you entrepreneurial and thrive in a fast-paced, dynamic environment? The Tortorella Group seeks a highly organized, enthusiastic, and entrepreneurial Customer Service Representative to join our growing team. In this role, you will be building on Tortorella’s foundation of concierge swimming pool service to deliver 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. Passionate professionals with swimming pool experience are preferred, but quick studies who understand the trades should absolutely apply. Reporting to Office Operations Manager, be prepared to have an immediate impact on preparation for the busy 2026 summer season. The ideal candidate will work independently:

• 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 teamand 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. Other Qualifications:
• 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. Schedule:
• Full Time
• Monday through Friday/ Saturdays (In Season)
• Compensation and Benefits: 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). Equal Employment Opportunity Statement: 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.

Applicants should be US Citizens or have authorization to work in the United States / Los solicitantes deben ser ciudadanos estadounidenses o estar autorizados para trabajar en los Estados Unidos.

Tortorella is an Equal Opportunity Employer.

If you are unable to complete this application due to a disability, contact us to ask for an accommodation or alternative application process either through email at [e-mail] or by phone at 631-728-8000.