Customer Success Representative

About the role

The Customer Success Representative serves as the bridge between Guardian Access customers and project teams, ensuring high-quality interactions and efficient resolution of customer concerns.

Responsibilities

• Serve as the primary resource and contact for customers, ensuring timely, effective resolution while balancing customer needs with company capabilities.
• Represent Guardian Access as the customers' best service provider, maintaining a professional image and fostering a positive relationship with both internal and external stakeholders.
• Monitor and evaluate customer interactions to ensure adherence to company standards and customer service best practices.
• Improve the customer service experience, engage customers, and drive organic growth.
• Schedule and follow up on monthly maintenance customer accounts, handle invoicing, billing, and quote inquiries, update service ticket status, and assist with project closeout documentation.
• Administer service ticket setup in the CRM application, manage purchase orders, and track material orders and delivery dates.
• Prepare and analyze service ticket invoices, collaborate with other departments, and maintain regular and punctual attendance.
• Maintain key customer service metrics, develop and prepare reports, and contribute to a seamless customer experience.

Requirements

• 2+ years of experience in Customer Service with a focus on operations and service industries.
• Experience in managing customer service team and enforcing call quota metrics.
• Proficiency with ERP, CSM, and service dispatching software including Sage 100 Contractor.
• Strong leadership and team management abilities, including problem-solving and multi-step thinking.
• Excellent interpersonal communication skills, including verbal, written, and presentation skills.
• High level of organization and reliability, with the ability to prioritize tasks and meet deadlines.
• Customer-centric approach with a focus on delivering exceptional service.
• Strong communication skills, facilitating clear and effective exchanges of information.
• Discretion and confidentiality, handling sensitive information with the utmost care.
• Works effectively as part of a team, contributing to a collaborative and supportive work environment.

Qualifications

• Valid Driver’s License with a clean driving record.
• Reside within the Nashville, TN region.
• High School Diploma or GED required.