Customer Success Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

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

• Manage service events by liaising with customers and the 626 service team.

• Deliver accurate and comprehensive updates to customers throughout the dispatch and service procedures.

• Implement customer contractual agreements and maintain service level commitments.

• Adhere to quoting protocols and secure formal purchase orders when required.

• Conduct weekly reviews of work orders and inform the billing team of any service delays.

• Collaborate with Regional Scheduling Leads to provide customers with pertinent service-event information.

• Coordinate with Parts Procurement regarding outstanding parts orders essential for upcoming scheduling.

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

• Carry out additional tasks as assigned by the manager.

⛳️ Requirements

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

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

• Effective account management skills to independently handle customer relationships with minimal supervision.

• Capability to convey information in a dynamic work environment.

• Proficient in multitasking with various, sometimes conflicting, events occurring simultaneously.

• Computer literacy for scheduling and other dispatch-related tasks.

• A 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 mandatory.

• Some college education or a degree is preferred.

• Must possess the ability to talk and hear effectively.

• Capable of frequently standing, walking, lifting up to 25 lbs., using hands for manipulation, and reaching with hands and arms.

• This position does not require regular travel.

🏝️ 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