Customer Support Hero - Pacific Time Zone

Skimmer is on a mission: to modernize the pool and spa service and repair industry by delivering a platform to enable pool and spa pros to build their businesses. We’re a private equity backed company with 4200+ customers using Skimmer’s pool service software and running their businesses the modern way. But we’re not stopping there. Our team is growing in leaps and bounds and we’re conquering new challenges every day. We’re looking for big thinkers with small egos to join us on our mission to transform this special and surprisingly large “niche” space. Our customers love us almost as much as we love them (check out our reviews) and currently attract half of our new accounts from referrals.

Join us, and let’s dive in (that’s the first of many pool puns).

We are seeking a new team member who wants to be our customers’ hero! Skimmer’s Support Heroes provide world class phone and email support to current customers, as well as friendly, proactive, low-pressure sales to prospective customers. Customer support is one of the key features that sets Skimmer above the competition (and why we have a 75 Net Promoter Score). We continually strive to be better, and are looking for someone who shares that pride in their work.

Please note, to be considered for this role you must be comfortable working Pacific Time Zone hours - from 8:30 AM to 5:00 PM PT, Monday to Friday.

Our values: At Skimmer we

• Realize our customers' success is our success
• Build humble, diverse teams who have fun winning
• Drive results with urgency
• Earn trust through transparent communication

Requirements

What you'll do

• Inbound/outbound phone support
• Inbound/outbound email support
• Inbound sales calls
• New customer success (welcome, initial training, etc.)
• Post-cancellation phone calls (How can we improve?)
• Continual training and development, learning Skimmer to better support customers
• Pre-launch testing of new application features / providing feedback to Development
• Attend occasional trade shows, interact live/in person with customers
• Provide customer perspective to other teams (product, development, executive leadership) to contribute to development of the upgrade road map
• Contribute to the customer support Knowledge Base as needed

Preferred Attributes

• Previous CSR or customer-facing experience

Traits We’re Looking For

• Patient and calm under pressure
• Friendly, empathetic, can relate positively to customers
• Quick thinking and good with creative solutions
• Effective, thorough, confident, and positive communicator
• Wants to continually learn and improve
• Takes pride in helping customers find solutions

Skills We’re Looking For

• Comfortable and familiar with desktop and mobile tech
• Strong listening, learning, and teaching skills
• Strong command of spoken and written English (Spanish is a huge plus)
• Sales approach that aligns with our helpful, low-pressure style
• Customer service or technical support experience preferred, but not required.

Logistical Requirements

• Reliable internet
• Reliable computer and mobile device
• Quality phone call equipment
• A quiet place to work

Potential Future Duties

• Outreach to existing customers, helping them take advantage of our full functionality
• Community Engagement, partially support but also focusing on engaging with customers online (reviews, social media, etc.)
• Outbound sales calls to warm leads (likely a dedicated person)
• Online sales demos
• Online functionality demos for existing customers
• Identify biggest drivers of customer support calls and emails, in order to identify helpful application or video tweaks/additions

Benefits

• Salary: Market & experience-dependent
• Annual bonus potential
• Benefits: Dental, vision, and medical (80% subsidized by company)
• Immediate access to 401(k) with company match