Customer Care Consultant - Horizon Spa & Pool

Job Description

Job Description

DIVE IN TO A NEW CAREER WITH LESLIE'S:

Founded in 1963, Leslie's is the largest and most trusted direct-to-consumer brand in the U.S. pool and spa care industry. We serve the aftermarket needs of residential and professional consumers with an extensive and largely exclusive assortment of essential pool and spa care products. We operate an integrated ecosystem of 900+ retail locations, backyard service and repair, a robust digital platform, and manufacturing and distribution divisions across 35+ states—enabling consumers to engage with Leslie’s whenever, wherever, and however they prefer to shop. With over 60 years of providing 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:

The Customer Care Representative supports the sales order process by handling administrative tasks and providing exceptional customer service through phone, email, and fax communication. This role offers product and technical support, resolves customer inquiries, and ensures a seamless customer experience.

Working cross-functionally with Warehouse, Purchasing, Accounting, and Management teams, this position also helps identify trends in customer issues and contributes to process improvements that enhance efficiency, reduce costs, and support overall business performance—while upholding Horizon’s reputation for outstanding customer service.

Compensation Range: $18.50- $19.50 /Hourly

Compensation within range to be determined by the applicant’s education, experience, knowledge and skills, as well as internal equity and alignment with market data.

Responsibilities:

• Develop a strong understanding of Horizon’s products, services, and business philosophy.
• Respond to general and technical inquiries related to pool and spa parts and accessories.
• Identify parts using descriptions, images, and manufacturer numbers; cross-reference to Horizon inventory.
• Recommend upgrades, substitutions, and complementary products to meet customer needs.
• Identify and pursue technical sales opportunities when appropriate.
• Support internal teams (Purchasing, Data, Receiving, etc.) with product information, changes, and alternatives.
• Manage and resolve customer service issues with timely follow-up and sound judgment.
• Communicate trends, challenges, and opportunities to leadership as needed.
• Maintain accurate records and documentation related to customer interactions.
• Collaborate effectively across departments to resolve customer concerns.
• Perform additional administrative and clerical duties as assigned.

Qualifications:

• Strong verbal and written communication skills with excellent phone etiquette.
• Fluent in English (written and verbal).
• Ability to multitask in a fast-paced, high-volume environment.
• Proficiency in Microsoft Word and Excel with strong keyboarding skills.
• Professional, positive, and customer-focused mindset.
• Minimum of 2 years of customer service experience.
• Reliable attendance and strong work ethic.
• Ability to learn and apply technical knowledge related to the pool and spa industry.
• Industry experience preferred but not required.

We offer our employees competitive compensation , extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.

Leslie’s recognizes a critical component to our continued success is our people.  Leslie’s is proud to have a culture of inclusion that seeks to celebrate and embrace the different backgrounds and perspectives that help drive our success and support team members in developing and growing with us. We aim to create a workplace where all team members feel welcomed and valued and inspire each other every day.

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Equal Opportunity Employer
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