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 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 Complaint Resolution Liaison, you will work directly with customers who are dissatisfied with products, services, or experiences, ensuring that their concerns are addressed in a timely, professional, and empathetic manner. You will collaborate closely with other departments, such as store and service teams, to find effective solutions, improve customer satisfaction, and prevent future issues. The ideal candidate is a problem-solver with excellent communication skills and a passion for turning negative experiences into positive outcomes

Responsibilities:

Serve as the first point of contact for customer complaints via phone, email, chat, or surveys. Actively listen, empathize, and gather details to fully understand and address issues. Resolve complaints promptly and professionally, offering solutions like refunds, replacements, or escalations. Work with departments like Store and Service to resolve complaints. Share feedback with relevant teams to address systemic issues and improve processes. Ensure customer care agents follow complaint management procedures and meet the 24-hour follow-up SLA. Track and analyze negative feedback to identify improvement areas in services, products, or operations. Report recurring issues to senior management and suggest actionable improvements. Maintain records of complaints and resolutions to identify process improvement opportunities. Provide regular updates to customers throughout the resolution process. Follow up after resolution to ensure satisfaction and gather feedback. Ensure complaints are handled per company policies, focusing on customer retention. Document all interactions, complaints, and resolutions in the CRM system. Contribute to the refinement of internal processes, training materials, and best practices. Suggest product, service, or support improvements based on recurring complaints.

 

Qualifications: 

High School Diploma or equivalent; Bachelor’s degree preferred. At least 3-5 years of experience in a customer service-related field. Experience in the pool or retail industry is preferred. Familiarity with Leslie’s products and services preferred. Proven experience in customer service or in customer experience roles, with a focus on complaint handling, conflict resolution, and negative feedback management. Strong knowledge of customer service principles, including empathy, active listening, and problem-solving techniques. Experience working cross-functionally with internal teams (e.g., store and service teams) to resolve customer issues. Exceptional verbal and written communication skills, with the ability to express empathy, professionalism, and clarity when dealing with frustrated or upset customers. Strong interpersonal skills and the ability to build rapport with customers, even in challenging situations. The ability to communicate complex information to customers in a simple, clear, and respectful manner. Strong problem-solving skills with the ability to analyze issues and develop creative, practical solutions that satisfy both the customer and the company. Ability to think critically about customer concerns and collaborate with internal teams to address the root causes of issues. Strong organizational skills to manage multiple complaints or issues at once, while ensuring that each customer’s needs are addressed thoroughly and efficiently. Attention to detail to ensure accurate documentation of customer interactions and follow-up actions.

We offer our employees competitive compensation, extensive paid training, a comprehensive and flexible suite of benefits packages, 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 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.