Customer Service Representative

Receptionist / Customer Service Coordinator

About the Company

SkyBlue Pool Care is a rapidly growing pool service business based in Los Angeles, CA specializing in weekly pool cleaning & maintenance, equipment repair, and customer care for

residential clients.

This is a fast-moving, entrepreneurial environment — processes are still evolving, new systems are being put in place, and the company is actively investing in technology and automation to

streamline operations. With additional acquisitions of new pool service companies on the horizon, we need someone who's ready to roll up their sleeves and become the voice of the

company to our customers.

 

Role Summary

The Receptionist / Customer Service Coordinator is the first point of contact for current and prospective customers — on the phone, by text, and by email. This is a true front-of-house, customer-facing role: you'll spend most of your day talking to people, resolving concerns, and creating and managing tickets in HubSpot. You'll also be the point of communication between the office and our 15+ technicians in the field, relaying schedule changes and job details in real time. You'll work alongside the office team who handles internal administration, billing follow-through, and back-office systems, so you can stay focused on the customer.

The ideal candidate thrives on the phones: someone who can disarm an upset customer in the first thirty seconds, make people feel genuinely taken care of, and do it consistently across 800+

customer interactions a week without getting flustered or worn down.

Key Responsibilities

Customer Communication & Support (GoHighLevel + HubSpot)

• Answer and return inbound calls, texts, and chat inquiries — this is a high-volume, phone-heavy role (800+ customer contacts per week)

• Create and manage tickets in HubSpot for service issues, complaints, and requests; keep every ticket updated with notes, status, and resolution

•  De-escalate and resolve customer complaints calmly and warmly; know when to solve it yourself and when to loop in the team

• Provide proactive status updates (service confirmed, repair scheduled, invoice sent, etc.)

• Handle FAQs (service schedules, billing questions, chemical basics, etc.) with confidence and warmth

• Respond to new sales leads in GoHighLevel: qualify, build rapport, and convert into booked appointments

Ticketing & Workflow (HubSpot)

• Create tickets in HubSpot for all flagged issues, complaints, concerns, or work that comes in through customers or technicians

•  Work alongside the office team to manage the full lifecycle of a customer ticket from creation to resolution

•  Ensure all tickets include accurate, up to date, notes. For all closed tickets, ensure resolution notes are clear and concise

•  Flag recurring issues or patterns (repeat complaints, common repair needs) to management

 

Scheduling & Coordination (Poolbrain)

• Manage daily and weekly pool service scheduling and appointment confirmations

• Adjust routes for cancellations, delays, no accesses, or emergency calls

• Assign jobs to the right technician (cleaning vs. repair)

• Confirm appointments and repairs directly with customers by phone

• Stay in regular contact with technicians throughout the day — relaying route changes, customer requests, and job updates across a team of 15+ techs in the field

 

Growth Path (Over Time, Not Day One)

As you build mastery of the customer-facing side, opportunities will open to take on additional responsibilities and managerial roles

Who They Are

• An absolute natural on the phone — warm, fast-thinker, and unshakeable even after back-to-back difficult calls

• Genuinely enjoys talking to people all day; doesn't get drained or flustered by high call volume

• Skilled at disarming angry or frustrated customers and turning them into happy ones

• Reliable, consistent, and calm under pressure

• Highly organized and detail-oriented: keeps tickets, schedules, and notes accurate while juggling a high call volume

• Comfortable with technology and an expert in HubSpot ticketing

• Extremely strong written and spoken English, with a clear, friendly, professional phone presence

 

Preferred Experience

• Prior experience in a high-volume, phone-based customer service or call center role

• Demonstrated success handling upset customers and turning around difficult interactions

• Experience with HubSpot strongly preferred

• Sales or lead-conversion experience is a plus

• Comfort with scheduling/dispatch tools (Poolbrain or similar) a plus, but can be trained

• Pool knowledge preferred but not required, experience in home services is a plus

 

Required Skills

•  Excellent verbal and written communication

•  Proven ability to handle high call volume (800+ customers/week) without losing  composure

• Strong HubSpot proficiency or fast aptitude to learn ticket creation and management

• Customer service mindset with real problem-solving instincts, not just script-following

• Ability to multitask across calls, texts, and scheduling in real time

• Strong attention to detail in ticket notes and appointment accuracy

• Comfortable coordinating with a field team of 15+ technicians throughout the day

• Willingness to learn pool industry terminology and workflows