Builder Support Representative

Position Purpose

The Builder Support Representative provides responsive, high-quality support to pool builders on behalf of CoverCare. This role is responsible for processing orders, coordinating installations and service, and proactively addressing communication gaps to ensure builders receive fast, accurate, and dependable support throughout the automatic pool cover process.

Essential Functions

• Communicate with pool builders by phone, text, and email.
• Schedule CoverCare installations and service appointments.
• Prepare quotes for automatic pool covers, replacement fabrics, fences, and service.
• Follow up daily on outstanding builder information, including color, motor side, missing specifications, and other required details.
• Process orders for new automatic pool cover systems and replacement fabrics.
• Process new system orders for retail customers.
• Support Area Managers and Technicians with communication, scheduling, and coordination.
• Partner with Area Managers to maintain appropriate bulk inventory levels in each market.
• Set up new builders in the CoverCare ERP system.

Secondary Functions

• Contact builders regarding brochures, fabric samples, and other sales materials.
• Track and communicate builder-specific sales trends.
• Assist Inside Sales with CRM data accuracy and maintenance.
• Provide construction specifications and other information to support Area Managers.
• Assist Accounting with invoice-related questions and research.
• Perform other duties as assigned.

Education and Experience

• High School Diploma or GED required.
• Sales experience preferred.
• Pool industry experience preferred.
• Customer service experience preferred.
• NetSuite ERP experience highly preferred and considered a strong plus.

Knowledge, Skills and Competencies

• Strong verbal and written communication skills.
• Basic understanding of automatic pool cover mechanics.
• Comfortable working in a fast-paced, deadline-driven environment.
• Takes initiative to identify opportunities for improvement and enhance the builder experience.
• Strong mathematical skills, including addition, subtraction, multiplication, division, and percentages.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset with a commitment to providing high-quality service.
• Proficiency with Microsoft Office, Access, MAS 200, and internet-based tools.
• Experience using NetSuite or another ERP system is highly preferred.
• Accurate and detail-oriented data entry skills.
• Proficient in using email, telephone, and text messaging for business communication.
• Strong prioritization, organization, time-management, and multitasking skills.
• Collaborative and team-oriented approach.
• Willingness to work extended hours or weekends when business needs require.
• Clear speaking and active listening skills.

Physical Demands

• Sit or stand for extended periods in an office environment.
• Move intermittently throughout the workday.
• Read reports, orders, specifications, and other documentation.
• Hear and communicate clearly with employees, customers, builders, vendors, and other business contacts.
• Use hands and fingers for keyboarding, data entry, paperwork, and other office tasks.