Customer Care Team Leader/Full Time

American Pool Enterprises is seeking a seasoned Full-Time Customer Care Team Leader to join our team in our modern Headquarters in Owings Mills, Maryland to fill an important role in our high-end, busy Customer Care Department.

Full Time hours are Monday thru Friday, 8am-5pm with an hour break.

Must be able to work some additional nights and weekends outside of your regular schedule from Memorial Day to Labor Day. Also, must have the ability to be on call during this time. Limited time off of 1 - 2 days max during this period for anything approved by the Director.

NO remote work at this time.

This Job Is Ideal for Someone Who Is:

Seasoned, dependable, reliable, mature, motivated to get to work daily on time, friendly, cheerful, enthusiastic, pitching in outside of their schedule for team outages. Doesn’t get frazzled easily and adaptable/flexible. Works well within a team setting.

Must Haves:

• Minimum 2 years in a Call Center or Customer Service Department
• Supervisory experience preferred
• Exhibits a strong work ethic, and actively works towards excellence in all facets of the position
• Must meet quality, productivity and attendance metrics established
• Excellent work ethic, punctuality and attendance.
• Exceptional phone voice, cheerful, professional, empathetic.
• Ability to speak clearly and effectively communicate with all customers to provide exceptional customer service
• Carry out all responsibilities in an honest, ethical, and professional manner
• Must be able to work well in a fast paced Call Center style atmosphere with a team.
• You must agree to limited days off from Memorial Day to Labor Day as there are no week vacations approved during that time.
• Memorial Day to Labor Day is our busy season, so working nights and weekends and working outside your shift will be required during these months. You work as a team and such nights and weekend work will be required during our busy summer months til 9pm in addition to your regular shift. If you cannot commit to this, this position may not be best suited for you.

Primary Duties:

• Must learn all duties of the Customer Care Team
• Provides back-up/overflow inbound calls and coverage in all Customer Care Team areas
• Demonstrated ability to train, coach, mentor and develop new and current associates in a Customer Care environment as determined by the Director
• Provides on-the-floor agent support including the service of escalated customers and related research necessary and resolve team members questions in a timely manner
• Updates and maintains Daily Sheets used by the Customer Care Team
• Participates in the maintenance of training documents, SOP’s and other supplemental materials
• Escalate issues/concerns to the Director when necessary
• Assist the Director in proactively motivating and encouraging team members
• Participates in disciplinary meetings as determined by the Director
• Assists the Director with other duties as needed

Minimum requirements:

• Must have working knowledge of Email, Word and Excel platforms.
• Salesforce preferred
• High School, Some College, 2 years Customer Service/Answering Service/Dispatcher Experience and Supervisory experience.
• Work Remotely: No

Compensation:

• $20-$22 per hour to start, 60 day review and subsequent potential for increase based on abilities.
• Access after 60 days of employment to our Health, Dental & Disability packages.
• 1 hour meal break during an 8 hour work day.
• 2 weeks Paid Time Off accruing immediately annually.
• 1 week Sick time annually.
• 9 Holidays per year
• Compensation is a bi-weekly pay cycle via direct deposit.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

About Us: The Owings Mills Headquarters Customer Care team supports 26 offices with respect to being our Customer’s first impression of American Pool. The responsibility of the Customer Care Department is to make the interaction on the phone as pleasant and as smooth as possible for our Customers, helping to generate good will and in turn encourage loyalty and repeat business.

America’s leader in Pool Construction, Maintenance, Repair and Renovation, Lifeguarding and Recreational Facility Management. That may sound like a lofty claim, but after 25 years of quality and excellence in the commercial and residential pool industry, we’ve proven it with every pool we’ve constructed, repaired, serviced, maintained and staffed with lifeguards. We truly are a partner to our clients, offering the complete range of service offerings to the apartments, home owner communities, country club, golf club and swim clubs, private home owners, hotels and motels and federal, state and local governments. As an organization, we have partnerships in place with the Environmental Protection Agency (EPA) and the Maryland Green Registry to show our commitment to reducing our client’s environmental footprint. We are also active investors/buyers in existing commercial swimming pool companies that want to join our growing organization. Contact us for more information. Servicing: Arizona (AZ), California (CA), Connecticut (CT), Delaware (DE), Florida (FL), Georgia (GA), Maryland (MD), Massachusetts (MA), Nevada (NV), New Jersey (NJ), New York (NY), North Carolina (NC), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Tennessee, (TN), Texas (TX), Virginia (VA) and 2 Canada locations: Toronto and Ottawa

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• Limited 1 day off per month during our busy season from May-September. Do you agree to this?
• You must agree to work some nights and weekends outside of your shift during our busy season from Memorial Day to Labor Day to be considered for this position. Do you agree to this?

Work Location: In person