Associate Customer Success Specialist

About the position

The Associate Customer Support Specialist is responsible for the coordination and execution of service agreement tasks, ensuring exceptional client support, efficient operations, and accurate documentation throughout the lifecycle of each contract. Using the NetSuite ERP system and other tools, this role handles the annual renewal process, schedules and oversees service-related tasks, and ensures compliance with internal and external standards. In addition, this position supports the overall success of the team by demonstrating flexibility and humility to assist with occasional administrative tasks when needed, ensuring a smooth and collaborative office environment.

Responsibilities

• Serve as the primary point of contact for service agreement contracts, addressing inquiries and resolving issues with professionalism.
• Manage annual service agreement renewals, including drafting and issuing proposals and contracts, tracking responses, and ensuring timely follow-up.
• Coordinate service work, such as meter maintenance and inspections, by scheduling tasks with field technicians and clients, setting clear timelines, and maintaining frequent communication.
• Use NetSuite ERP to coordinate and track progress of service-related tasks, updating milestones, and ensuring deliverables are completed on schedule.
• Oversee the creation, review, and submission of service project documentation, such as maintenance reports, inspection records, and compliance forms.
• Maintain accuracy, version control, and compliance with internal and external standards.
• Organize and update project and client records in SharePoint and other systems, ensuring accessibility and accuracy for the entire team.
• Collaborate with internal departments to ensure a seamless client experience.
• Provide updates on task progress to stakeholders and ensure all deliverables are completed on time and within scope.
• Step in to provide occasional front desk coverage, such as greeting visitors or answering the door when the Office Coordinator is unavailable.
• Assist with light office tasks, including restocking supplies or coordinating travel arrangements when necessary.
• Contribute to maintaining an organized and collaborative office environment by being a team player.

Requirements

• Strong organizational skills for managing documentation, compliance, and task tracking.
• Ability to coordinate and execute service agreement tasks with a focus on long-term success and client satisfaction.
• Dedicated to providing outstanding service and fostering positive client relationships.
• A team player who can step in to assist with administrative tasks when required, maintaining a humble and supportive attitude.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account
• Flexible Spending Account
• Long Term Disability
• Short Term Disability
• Life/AD&D Insurance
• Voluntary Life Insurance
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Pet Insurance
• Legal Insurance
• 401K with employer match
• Student Loan Assistance
• 529 Saving Plan
• Paid Holidays
• Paid Vacation
• Paid Sick Leave
• Employee Assistance Program
• Referral Program
• Lunch & Learn Sessions
• Onsite Gym & Snacks
• Employee Events