Customer Success Specialist

Robert Half - Lexington, KY

Full-time - Entry Level

Lexington, KY

Administrative and Support Services

About the position

The Customer Success Specialist will serve as the primary point of contact for customers in the construction/contractor industry, addressing inquiries and ensuring customer satisfaction. This role is a contract-to-hire opportunity, providing a pathway for long-term employment 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

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan