Customer Success Specialist

About the position

The Customer Success Specialist is the main point of contact for customers in Washington, ensuring smooth communication, efficient scheduling, and exceptional service for our Security Solutions and Building Automation departments. This role involves handling customer inquiries, coordinating technician schedules, managing contract maintenance, and processing part orders, all while delivering outstanding support to both internal teams and customers.

Responsibilities

• Answer all incoming calls for the Washington Region. Determine customer needs and either resolve their request or route them to the appropriate team member.
• Manage all Service Work Orders from creation to invoicing.
• Assist with service operations for the Security Solutions and Building Automation business units in Washington by managing the PNW inbox, responding to customer correspondence, and scheduling service requests.
• Serve as the primary contact for customer service-related issues, ensuring timely and effective resolution.
• Support operations by processing part orders, ensuring prevailing wage compliance, handling warranty calls, and completing invoicing tasks.
• Coordinate technician schedules for service requests, as well as manage sick days, PTO, and other scheduling needs.
• Manage maintenance contracts for Security Solutions and Building Automation, by creating agreements, processing renewals, scheduling services, and maintaining accurate invoicing.
• Handle all drop-ship part orders, including creating material sales, ordering from vendors, processing warehouse stock shipments, and invoicing orders.
• Assist account executives by addressing customer needs and supporting operational activities.
• Provide support to teams and new employees by answering system-related questions, training, and assisting with general needs.
• Act as a liaison with the accounting team to address and resolve customer invoice issues and other related matters.
• Other duties as assigned.

Requirements

• 4+ years of experience in customer service, scheduling, or administrative support experience equivalent combination of education and experience.
• Proven ability to manage multiple tasks simultaneously in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail.
• Excellent customer service skills, with the ability to maintain professionalism and a positive attitude under pressure.
• Effective communication skills, both verbal and written, for engaging with customers and internal teams.
• Proficiency in Microsoft Office Suite and Teams; experience with scheduling or CRM software.
• Self-motivated, adaptable, and capable of prioritizing work effectively to meet deadlines.

Nice-to-haves

• Knowledge of LONG’s operations, procedures, and infrastructure relating to Security Solutions and Building Automation.

Benefits

• Medical, Dental and Vision Insurance
• Voluntary Life Insurance
• Voluntary Accident and Critical Care Insurance
• Basic Life
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Matching contributions
• Profit Sharing/Bonus/ Commission Program as applicable
• Paid Time Off
• Paid Community Service Day
• 8 Paid holidays
• Tuition Reimbursement
• Pet Insurance
• Legal and IDShield