Field Support Agent

Position Title: Field Support Team Member
Location: Remote (Philippines-based)
Reports To: Operations Manager
Department: Operations
Schedule: 7:00 AM - 5 PM EST, Monday-Friday


Position Overview:
As a Field Support Agent, you will play a vital role in coordinating and supporting our field operations. Your responsibilities will include managing technician schedules, monitoring performance, processing payments, and ensuring all documentation and reporting meet company standards. Additionally, you will handle invoicing, assist with special projects, and contribute to risk management by emphasizing accuracy and thorough documentation.

Key Responsibilities
* Coordinate with Pool Technicians on their daily tasks and scheduled routes for the day.
* Oversee the scheduling of service appointments and ensure timely and accurate completion of service work.
* Track daily field technician activity, including start times, site durations, and adherence to standards.
* Review technician voicemail logs to ensure effective communication.
* Complete and monitor daily customer retention reports.
* Provide excellent customer care by responding to inquiries, issues, and resolving customer complaints in a timely and efficient manner.
* Maintain a deep understanding of our products, services, and policies to offer informed assistance and guidance to customers.
* Maintain accurate customer records and interactions in the system, ensuring data is up to date and accurate.
* Process customer payments & invoices
* Proactively follow up with customers to ensure that their issues have been resolved and they are satisfied with the outcome.
* Execute special projects as assigned by the Area Manager or Operations Manager to support company growth and improvements.


Qualifications / Requirements:
* At least 1 year experience in a call center industry.
* Should have a bachelor's degree
* Strong telephone etiquette and customer service demeanor.
* Should be fluent in English, both written and verbal
* Has excellent communication and interpersonal skills.
* Should have exceptional organizational and time management skills.
* Should have a proactive approach to addressing operational needs and maintaining high standards.
* Should have the ability to multitask and manage time effectively in a fast-paced environment.
* Attention to detail and commitment to accurate documentation.
* Proficiency in scheduling and invoicing tools
* Knowledge in Asana & Pool Brain is a plus.
* Should be able to submit KPI reports on a daily, weekly & monthly basis
* Should have reliable internet connection with a backup solution in case of interruptions.


What We Offer:
* Salary: $800 USD
* $50 Health Card Reimbursement & 13th Month pay (after 90 days)
* Supportive and collaborative company culture.
* Opportunity to make a meaningful impact on company operations.

About Us:
At Captains Pool Care, LLC, we are dedicated to delivering exceptional pool care services while maintaining the highest standards in operations and customer satisfaction.

How to Apply:
Please send your updated resume, a cover letter outlining your experience and qualifications and a 1-minute video introduction of yourself to mayv@bahinvest.com. Put on the subject line: CPC Field Support Agent Applicant

Only shortlisted candidates will be contacted.