Administrative Assistant

Department: Customer Service & Operations

Reports To: Office Manager

Position Summary

The Customer Service Representative is responsible for providing exceptional customer service while supporting the administrative and operational needs of the company.

This position serves as a primary point of contact for customers while also supporting fleet management, inventory, mail, billable hours, and communication between the office and field teams.

Key Responsibilities

Customer Service

• Answer customer phone calls, emails, and texts.
• Respond to questions regarding service, repairs, scheduling, and billing.
• Document customer requests.
• Route technical and service issues to the appropriate team member.
• Follow up on customer concerns.
• Maintain a professional customer experience.
• Schedule all Pool Assessments.
• Create new customer accounts, including leads.
• Deactivate cancelled customers.
• Ensure appointments are scheduled and communicated accurately.
• Complete new client follow ups, client check-ins, cold calling, and general maintenance of customer accounts.
• Complete high level follow ups.

Inventory

• Receive and organize incoming inventory (chemicals, parts, uniforms, etc).
• Verify shipments.
• Maintain accurate inventory records.
• Monitor inventory levels and report low levels for ordering.
• Assist with inventory counts.
• Track inventory received and distributed.
• Report discrepancies and damaged shipments.
• Monitor returned inventory.

Fleet Oversight

• Oversee administrative processes related to company vehicles and inventory.
• Ensure fleet records are accurate and up to date.
• Monitor vehicle maintenance schedules and required services.
• Oversee inventory receiving, tracking, and distribution procedures.
• Monitor inventory levels and purchasing needs.
• Complete monthly inventory and submit it to the Office Manager for purchasing.
• Review significant inventory discrepancies.
• Ensure office and field employees have the supplies necessary to perform their jobs.
• Update all relative spreadsheets and insurance.

Office Support

• Coordinate warranty and callback work.
• Review and complete installed items.
• Receive and sort mail.
• Prepare outgoing mail and packages.
• Maintain organized administrative records.
• Assist with general office organization.

Business Development

• Coordinate relationships with realtors to secure new clients.
• Send a New Homeowner offer letter to homes of clients who sell their home.
• Send thank you/appreciation letters for all 5 star reviews, active referral partners, clients hitting service milestones, social media mentions, etc.

Billable Hours

• Collect and review technician time records.
• Verify billable labor.
• Identify missing or incomplete time entries.
• Ensure billable work is properly documented for invoicing.
• Assist with billing discrepancies.

Qualifications

• 1–3 years of customer service, administrative, or operations experience preferred.
• Strong communication and organizational skills.
• Strong attention to detail.
• Ability to manage multiple priorities.
• Comfortable using computers, phones, email, spreadsheets, and service software.
• Reliable, professional, and dependable.

Performance Expectations

• Prompt customer communication.
• Accurate inventory and fleet records.
• Accurate billable-hour tracking.
• Effective field communication.
• Timely follow-up.
• Strong organization and attention to detail.

Physical Requirements

Primarily office-based with occasional lifting, inventory organization, walking, and outdoor work around company vehicles.

Career Path

Successful employees may advance to Service & Repair Coordinator, Office Manager, or Operations Manager.

Compensation & Benefits

Compensation is based on experience.

Benefits may include:

• Paid time off
• Paid holidays
• Health, dental, and/or vision insurance
• Legal Insurance
• Performance bonuses
• Training and professional development
• Career advancement opportunities