Customer Success Specialist

About the role

Some Precision Pool Restoration customers decide they want out between contract and completion. When they do, you own the moment. Every post-sale cancellation request in the company comes to you: de-escalate, surface the real objection, and build the resolution path that keeps the project on the books. Every save is revenue we already earned and refused to lose.

You are the first hire in our customer success function. You'll build the save playbook and the cancellation data we've never had — and as the function proves out, you'll help build the team that runs it.

What You'll Do

• Cancellation Prevention & Saves
  • Own every post-sale cancellation request in the company. Every save runs through this desk.
  • De-escalate, surface the real objection, and build the resolution path that keeps the project on the books.
  • Work from a defined menu of resolution options with pre-approved limits. Never commit what the business can't deliver — anything beyond the limits goes to the Director, Inside Sales for a same-day decision.
  • End every save with a handoff: project back on the books, customer back with their project manager.
  • When a project can't be saved, process the cancellation cleanly: confirm terms, coordinate finance and operations, and close the file with no loose ends.
  • Document the root cause of every cancellation request — saved or lost.
• Proactive Save Outreach
  • Watch the signals that a project is heading toward cancellation — stalled schedules, missed appointments, repeat inbound calls — and make the save call before the customer makes the cancel call.
  • Maintain a live view of at-risk projects across all markets, prioritized by revenue at risk.
  • Notify the project manager before any proactive contact — the customer never hears two versions of the same conversation.
• Save Reporting & Voice of the Customer
  • Log every request, contact, disposition, and outcome in i360 (Salesforce).
  • Report save rate, retained revenue, and cancellation reasons to leadership weekly.
  • Tell leadership why customers try to leave and what it takes to fix it upstream. This desk succeeds when the drivers get fixed and the queue shrinks — not when the volume gets absorbed.

What We Are Looking For

Experience

• 3+ years in retention, escalations, or save-desk work in a high-volume environment.
• Contact center experience strongly preferred; home services or other long-cycle project businesses a plus.
• A track record of turning cancellation requests into saves.
• Experience working across sales, field operations, and project management to resolve customer issues.

Technical & Functional Skills

• CRM case management proficiency; Salesforce (or i360) strongly preferred.
• Comfortable on Five9 or similar phone systems.
• Clear, calm, professional communication on the hardest calls.
• Nothing dropped: every commitment tracked to closure.

Competencies

• Customer Advocate: Fights for the customer while protecting the company's commitments.
• Composure Under Pressure: Listens first. De-escalates when emotions run high.
• Ownership & Follow-Through: Every open issue is theirs until it's resolved.
• Empathy with Accountability: Hears the customer out, then drives to a resolution.
• Process Discipline: Documents everything. Works the playbook. Improves it.

Leadership Expectations

• Move with Purpose: A cancellation request is revenue walking out the door. Respond same day, every time, with a plan.
• Own the Outcome: Accountable for the save and the fix behind it — not just the phone call.
• Build on Trust: Never promise what we can't deliver. Always deliver what we promise.

Physical Requirements

• On-site, office-based role in a contact center environment.
• Prolonged periods of sitting and working at a computer.
• Sustained time on the phone, including difficult and emotionally charged conversations.
• Frequent communication by phone, video, and in person; must be able to exchange accurate information.