Customer Success Manager

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

📋 Description

• Oversee designated customer accounts and foster positive, enduring customer relationships.

• Organize customer service events in collaboration with customers and 626 Field Service Engineers.

• Efficiently manage incoming service requests.

• Provide precise and comprehensive customer updates throughout the dispatch and service procedures.

• Coordinate the availability of Field Service Engineers in compliance with service level agreements.

• Implement customer contractual obligations while maintaining service level agreements.

• Adhere to quoting standards and secure formal purchase orders when necessary.

• 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 relay service event details to customers.

• Work with Parts Procurement regarding outstanding parts orders.

• Escalate concerns to the Regional Director or the 626 Escalations team as needed.

• Carry out additional tasks assigned by the manager.

⛳️ Requirements

• Strong problem-solving skills to efficiently resolve issues with professionalism.

• Excellent customer service abilities and a positive attitude to enthusiastically represent the 626 brand.

• Proficient account management skills to manage customer relationships with minimal supervision.

• Capability to convey information effectively in a fast-paced setting.

• Ability to multitask amidst various, and at times conflicting, events simultaneously.

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

• Preferred 2+ years of experience in a high-volume customer service environment.

• 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 communicate verbally and audibly.

• Ability to frequently stand and walk.

• Capacity to lift up to 25 lbs.

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

• No regular travel is required for this position.

🏝️ 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