Customer Success Specialist

About the role

The Customer Success Specialist provides exceptional customer service through effective and professional communication, supports the Sales Team, and ensures customer requests, questions, feedback, complaints, and service concerns are handled promptly, accurately, and in adherence to Katsam Property Services standards. This role helps confirm services are being completed, ensures clients receive quality service, and assists in strengthening the relationship between Katsam Property Services and its customers.

Responsibilities

• Promptly respond to customer communication, requests, questions, and concerns
• Work directly with the Sales Team to support customer communication, follow-up, and service related needs
• Confirm whether services have been completed and communicate service updates to customers in a timely manner
• Respond to customer feedback, complaints, and service concerns with professionalism and a solution-oriented approach
• Assist with upsells, cross-sells, service adjustments, one-off scheduling requests, call-ins, and applicable renewals
• Enter and maintain accurate customer, service, scheduling, and communication information within company systems
• Maintain consistent communication with customers regarding service updates, completion confirmations, scheduling changes, and resolution timelines
• Address customer feedback, complaints, and concerns promptly and proactively
• Confirm services performed when requested and communicate any related findings, updates, or next steps to the customer
• Communicate service adjustments and customer expectations clearly to the appropriate internal departments
• Identify upsell and cross-sell opportunities that may improve the customer experience or better meet the customer’s needs
• Escalate recurring issues, high-priority concerns, or unresolved customer problems to the appropriate manager or department
• Help ensure clients are receiving quality services and that the services promised are being carried out in a professional and timely manner
• Enter customer requests, notes, service updates, schedule changes, feedback, and follow-up items in a timely manner
• Track customer complaints, service adjustments, upselling/cross-selling opportunities, and customer follow-up items as directed
• Provide updates to management and the Sales Team regarding recurring customer concerns, service trends, and customer satisfaction opportunities

Qualifications

This role requires a strong customer service orientation, excellent communication skills, and the ability to handle multiple tasks simultaneously. Proficiency in Microsoft Office Suite is preferred. A high school diploma or equivalent is required, along with at least 2 years of experience in customer service or a related field. Experience working with property management or similar industries is a plus.