Customer Service / Customer Success Manager

Job Overview

Your Pool Pal LLC is a fully insured, family-owned and operated swimming pool builder with a passion for delivering the finest quality and craftsmanship. With over a quarter-century of experience designing and building exceptional pools in New Hampshire, our company is founded on expertise and a commitment to customer satisfaction. We are seeking a dedicated and professional Customer Service / Customer Success Manager to join our close-knit team. The ideal candidate will be the primary advocate for our clients, ensuring a smooth, positive, and memorable experience from the initial consultation through to project completion and beyond. This role is crucial for maintaining our reputation for excellence and fostering long-lasting client relationships.

Responsibilities

 

• Serve as the main point of contact for clients throughout the entire pool design and construction process.
• Proactively manage client communications, providing regular updates on project milestones, timelines, and progress.
• Address and resolve all customer enquiries, concerns, and issues in a timely and professional manner.
• Develop and implement customer success strategies aimed at enhancing client satisfaction and building loyalty.
• Onboard new clients, clearly explaining the construction process and setting realistic expectations.
• Gather, analyse, and report on client feedback to identify areas for service improvement.
• Collaborate closely with our building and installation teams to ensure client requirements are understood and met.
• Maintain accurate and organised client records and project documentation.

Qualifications

 

• Proven experience in a customer-facing role, such as customer service, customer success, or account management.
• Exceptional interpersonal and communication skills, both written and verbal.
• Strong problem-solving abilities with a talent for effective conflict resolution.
• Excellent organisational and time-management skills, with the ability to manage multiple client projects simultaneously.
• A self-motivated and professional attitude, with the ability to work effectively within a small, family-run business environment.
• Proficiency in standard office software; experience with CRM systems is advantageous.
• Experience within the construction, home services, or a related trade industry is highly desirable but not essential.