Customer Success Specialist

$39,520 - $45,760/Yr

Robert Half - Lexington, KY

Full-time

Lexington, KY

Administrative and Support Services

About the position

The Customer Success Specialist role is designed for individuals who will serve as the primary point of contact for customers in the construction and contractor industry. This position focuses on addressing customer inquiries, ensuring their needs are met, and providing administrative support to enhance customer satisfaction. The role offers a temp-to-hire opportunity, paving the way for a long-term career path for the right candidate.

Responsibilities

• Answer incoming customer calls and emails, ensuring all queries are addressed promptly and efficiently
• Gather and record customer information in the CRM system, ensuring data accuracy
• Prioritize customer requests based on urgency and importance, allocating resources as needed
• Provide administrative support for the Help Desk, including dispatching tickets and monitoring for quality control
• Coordinate with the technical staff to ensure customer requests are addressed in a timely manner
• Monitor and manage resource schedules and service level agreements (SLAs) to ensure prompt action from the support team
• Communicate effectively with customers, both verbally and in writing, maintaining high-quality customer service
• Undertake administrative tasks related to timekeeping, procurement, receiving, and inventory control
• Create reports using ticketing and other systems to track and analyze customer interactions
• Utilize software tools such as CRM, Epic Software, and About Time to manage customer records and interactions effectively.

Requirements

• Minimum of 2 years of experience in a customer success or similar role within the construction/contractor industry
• Proficiency in CRM systems for managing customer interactions
• Experience with Epic Software for project management tasks
• Familiarity with About Time for mobile resource management
• Proven ability handling inbound customer calls and providing excellent customer service
• Strong ability to assist customers, understanding their needs and providing solutions
• Excellent communication and interpersonal skills, with the ability to build and maintain customer relationships
• Problem-solving skills and the ability to handle customer issues promptly and effectively
• High degree of professionalism and a customer-centric attitude
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Vision insurance