Customer Care Representative I

DIVE IN TO A NEW CAREER WITH LESLIE'S:

Leslie’s Pool Supplies is the “World’s Largest Retailer of Swimming Pool Supplies.” With over 1,000 retail stores in 39 states plus Pro, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie’s. With over 60 years of providing the best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our team members feel valued and are enthusiastic about the contributions they make to the success of Leslie’s.

Job Overview:

As a Customer Care Representative, you will be the primary point of contact for our customers, providing exceptional service and support through various communication channels, including but not limited to phone and email. Collaboratively assist our offshore team to ensure we are delivering consistent customer care and responsible for customer care cases. The ideal candidate will possess excellent communication skills, a passion for helping others, the ability to thrive in a fast-paced environment, and knowledge about pools, pool chemicals, and pool products.

Responsibilities:

• Respond to customer inquiries and provide accurate information about products, services, and policies through phone and email.
• Assist customers with order placement, tracking, and resolution of any issues or concerns.
• Handle customer complaints and escalations with professionalism and empathy, while striving to achieve a satisfactory resolution for all parties involved.
• Process returns, exchanges, and refunds according to company policies and procedures.
• Collaborate with other departments, such as sales, marketing, and logistics, to ensure a seamless customer experience.
• Keep detailed records of customer interactions, transactions, inquiries, and feedback using CRM software.
• Stay up to date on product knowledge, promotions, and industry trends to effectively assist customers.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Previous experience in customer service or a related field or previous experience with pool care, products, and services preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and empathize with customers.
• Proficiency in using Salesforce, MS Office Suite, and other relevant computer applications.
• Ability to multitask, prioritize, and manage time effectively.
• Problem-solving skills with a proactive and solution-oriented mindset.
• Willingness to work flexible hours, including weekends, and holidays as needed.

Leslie's provides a robust benefits package, including:

• Comprehensive medical, pharmacy, dental, & vision plan options
• Health savings account (with enrollment in the high deductible health plan option)
• Health & dependent care flexible spending accounts
• Company-paid basic life insurance
• Voluntary supplemental life insurance
• Company-paid short-term disability and long-term disability insurance
• Pre-tax and Roth 401(k) with company match
• Paid sick and bereavement leave
• 10 paid holidays, including a floating personal day
• Employee assistance and wellness programs
• Free onsite health clinic
• Hybrid work schedule
• Product discounts at Leslie’s Retail stores

Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.