Job Description

DIVE IN TO A NEW CAREER WITH A LESLIE'S COMPANY:

Spring Dance Hot Tubs is committed to excellence and integrity with over 25 years of experience in the hot tub industry. We became a part of Leslie's family in June 2022. At Spring Dance Hot Tubs, we’re proud to be the oldest exclusive hot tub dealer in the Philadelphia, PA region. We are known for selling hot tubs, swim spas, saunas, and backyard accessories. We have sold Hot Spring ® , Caldera ® , and Freeflow ®hot tubs, the highest quality spas available on the market. Our Service and Water Vallet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying.  

Job Overview:

The Service Manager is responsible for leading and coordinating all aspects of the service department, including scheduling, customer relations, inventory management, and technician support. This role ensures that all service operations run smoothly and efficiently across the company. This role oversees the following teams : Customer Service, Service Technicians, Water Valet Technicians.

Responsibilities:  

Must maintain the highest standards in customer service, display professional and ethical conduct, and possess sound verbal and written communication abilities. Appearance must be maintained and well-groomed at all times. Must be able to understand and comply with all Company directives and policies inclusive of safe driving and workplace habits. 

Team Leadership & Management:  

• Supervise and support a team of field technicians and Customer Service representatives 

• Hire, train, and develop staff to maintain high standards of customer service and technical expertise. 

• Conduct performance reviews and provide coaching to enhance team effectiveness. 

• Foster a positive work environment that emphasizes teamwork, accountability, and customer satisfaction 

Service Operations & Scheduling:  

• Oversee scheduling of service calls to maximize efficiency and customer convenience. 

• Monitor job progress and ensure timely completion of repairs and maintenance. 

• Troubleshoot service-related issues and provide technical guidance to technicians when needed. 

• Implement and improve processes to enhance service department productivity. 

Customer Relations & Satisfaction:  

• Act as the primary point of contact for escalated customer concerns and complaints. 

• Ensure prompt and professional communication with customers regarding service appointments, repairs, and warranty claims. 

• Develop strategies to improve customer retention and satisfaction. 

Inventory & Equipment Management:  

• Ensure that team is properly invoicing and transferring items and that we are closing all open orders/invoices in a timely manner 

• Work with Vendors to ensure needed parts and replacement products are communicated and items are resolved in a quick and efficient manner. 

Financial & Performance Management:  

• Track and analyze service department performance, including profitability, efficiency, and customer feedback. 

• Assist with setting service pricing and labor rates. 

• Prepare reports and recommendations for leadership based on key performance indicators (KPIs). 

Qualifications:  

• 1-3 years experience in Service/Management, preferably in the hot tub, pool, or similar industry. 

• Strong leadership and team management skills. 

• Excellent problem solving abilities and customer service skills. 

• Ability to multitask and manage priorities across multiple locations. 

• Knowledge of hot tub repair, water chemistry, and related technical aspects is a plus. 

• Proficiency in scheduling is a plus.

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