Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Oversee designated customer accounts while fostering positive and stable relationships.

• Manage service events through effective communication with customers and the 626 service team.

• Provide precise and thorough updates to customers during service events and upon request.

• Implement customer contractual coverages and ensure adherence to service level agreements.

• Follow established quoting procedures and secure formal purchase orders when required.

• Conduct weekly reviews of work orders.

• Inform the billing team about service delays or issues related to work-order closure.

• Collaborate with Regional Scheduling Leads to deliver service-event details to customers.

• Coordinate with Parts Procurement regarding outstanding parts orders.

• Elevate issues to the Regional Director or 626 Escalations team when necessary.

• Carry out additional tasks as assigned by the manager.

⛳️ Requirements

• Strong problem-solving abilities to address issues efficiently and professionally.

• Excellent customer service skills and a positive attitude to effectively promote the 626 brand.

• Proficient account management skills to independently maintain customer relationships.

• Capability to convey information in a fast-paced environment.

• Ability to juggle multiple tasks with differing, and at times conflicting, priorities.

• Proficient computer skills for scheduling and other dispatch tasks.

• Minimum of 2 years experience in a high-volume customer service role is preferred.

• Previous experience in the Field Service / Equipment Maintenance industry is advantageous.

• High School Diploma or GED is required.

• Some college education or a degree is preferred.

• Ability to communicate effectively and hear.

• Capacity to frequently stand and walk.

• Ability to lift items weighing up to 25 lbs.

• Capability to use hands for handling, feeling, and reaching with arms.

• No regular travel is required for this role.

🏝️ Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Health Savings Account (HSA)

• 401(k) with Company Match

• Company-Paid Life Insurance

• Company-Paid AD&D Insurance

• Supplemental Life Insurance

• Company-Paid Short-Term Disability

• Long-Term Disability

• Paid Time Off (PTO)

• Paid Holidays

• Bereavement Leave

• Jury Duty Leave

• Paid Parental Leave