Customer Success Associate

About the role

AMP Lighting designs, manufactures, and distributes the most advanced and durable outdoor lighting products on the market. Headquartered in Lutz, Florida, AMP serves a nationwide network of authorized lighting professionals (AMP Pros) through a factory-direct model built on fast shipping, the industry's largest inventory, hassle-free lifetime warranties, and contractor-protected pricing. Our product portfolio includes the AMP SECURE line of commercial and residential security lighting, advanced landscape fixtures with adjustable beam spreads and dimming, and a full ecosystem of transformers, lamps, and accessories.

Key Responsibilities

• Order Management & Transactional Support:
  • Process inbound orders accurately and efficiently via phone, email, and the AMP Pro e-commerce portal, ensuring correct SKUs, quantities, pricing, and shipping details on every transaction.
  • Perform real-time stock checks and provide AMP Pros with accurate inventory availability, estimated ship dates, and alternative product recommendations when items are out of stock.
  • Track and communicate order status, shipping confirmations, and delivery updates proactively so Pros are never left waiting for information.
  • Process returns, exchanges, and warranty claims quickly and in accordance with AMP's hassle-free lifetime warranty policy.
  • Maintain 100% data accuracy as the performance standard for all order entries, including SKUs, pricing, quantities, and shipping addresses. Precision is essential to delivering the AMP Pro experience we promise.
• Customer Engagement & Pro Support:
  • Deliver a fast, friendly, and professional experience on every call, email, and chat - embodying AMP's commitment to protecting the Pro's time and making their business easier to run.
  • Serve as the reliable first point of contact for AMP Pros, resolving the majority of transactional inquiries at first touch without requiring escalation.
  • Conduct proactive outbound calls to AMP Pros in your assigned region using HubSpot CRM. These calls include, but are not limited to, onboarding new Pros, following up on orders, checking in on project status, resolving outstanding inquiries, and strengthening customer relationships.
  • Support the onboarding of new AMP Pros in your region, guiding them through the services offered to help their business grow.
  • Escalate complex technical questions, custom design requests, high-value opportunities, and non-standard issues to AMP Customer Success Associate or Sr. AMP Customer Success Associate with clear context and documentation so the Pro never has to repeat themselves.
• Product Knowledge:
  • Develop and maintain expert-level knowledge of AMP Lighting's complete product portfolio, including landscape fixtures, the AMP SECURE line, transformers, lamps, and accessories, with emphasis on technical specifications and applications.
  • Answer basic-to-intermediate technical questions from AMP Pros, including beam spreads, wattage, voltage compatibility, dimming capabilities, finish options, and fixture dimensions.
  • Navigate the product catalog quickly to identify the right product for the Pro's stated need, including cross-referencing SKUs, confirming compatibility, and clarifying spec differences between similar products.
  • Stay current on new product releases, discontinued items, and catalog updates so that information provided to Pros is always accurate and up to date.
  • Participate in product training sessions and leverage resources developed by Sr. AMP Customer Success Associate and leadership to continuously deepen catalog expertise.
• CRM/ERP System Proficiency & Reporting:
  • Operate fluently within AMP's CRM (HubSpot) and ERP systems to look up customer accounts, order histories, open quotes, pricing tiers, and shipment tracking in real time during customer interactions.
  • Log every customer interaction, inquiry, and resolution accurately in HubSpot to maintain a complete record of Pro activity and ensure seamless handoffs to AMP Customer Success Associate or Sr. AMP Customer Success Associates.
  • Utilize CRM data to track personal sales activities, key customer interactions, and open items - mirroring the reporting discipline expected at every level of AMP's sales organization.
  • Flag recurring issues, system discrepancies, or data quality problems and escalate to the appropriate internal team for resolution.
  • Contribute to continuous process improvement by identifying patterns in Pro inquiries - frequently asked questions, common pain points, recurring order issues - and surfacing recommendations to leadership.
• Marketing & Promotions Support:
  • Assist the marketing team and AMP leadership with execution of promotional campaigns, seasonal programs, and special offers by communicating current promotions accurately to AMP Pros during daily interactions.
  • Gather and relay frontline customer feedback - product preferences, feature requests, competitive mentions, and pain points - to inform marketing strategies, product enhancements, and innovation.
  • Support trade show and event preparation as needed, including order processing for event-related promotions and follow-up with leads generated at high-profile events.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
• 1-3 years of experience in customer service, order management, inside sales support, or a similar high-volume transactional role.
• Demonstrated ability to maintain accuracy and attention to detail in a fast-paced, multi-tasking environment.
• Strong verbal and written communication skills - clear, concise, and professional, with the ability to build rapport quickly.
• Proficiency in CRM systems (HubSpot preferred) and comfort learning ERP or order management platforms.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• A service-first mindset with a genuine desire to make the customer's experience seamless.

Preferred

• Experience in the lighting, electrical, security, or construction industries.
• Familiarity with landscape lighting products, low-voltage systems, or security lighting.
• Experience in a contractor-facing or B2B customer support environment.
• Bilingual (English/Spanish) is a plus.

Key Competencies

• Accuracy & Detail Orientation - Zero-error mindset on every order, every interaction, every data entry.
• Speed & Efficiency - Ability to handle high inquiry volumes without sacrificing quality or customer experience.
• Product Knowledge - Rapid mastery of a technical product catalog and ability to recall specs on the fly during live interactions.
• Systems Fluency - Comfortable navigating HubSpot, ERP, and e-commerce platforms simultaneously during customer calls.
• Communication & Interpersonal Skills - Clear, professional, and warm across all channels (phone, email, chat), with the ability to make every Pro feel valued.
• Customer-Focused Mindset - Deep passion for delivering superior service and protecting the Pro's time.
• Reliability & Consistency - Dependable, steady performance that AMP Pros and teammates can count on every day.
• Adaptability - High resilience in a fast-paced, dynamic environment where priorities shift and volume fluctuates.
• Team Orientation - Works collaboratively with AMP Customer Success Associates, Sr. AMP Customer Success Associates, and leadership to ensure a seamless customer experience across all touchpoints.

Compensation & Benefits

• Competitive base salary and bonus opportunity commensurate with experience.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Product training and ongoing professional development opportunities.