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Customer Success Manager

2 months ago

Clifton Park, United States Trenchless Today LLC. Full time
Job DescriptionJob Description

Customer Success Manager

About Us:

Trenchless Today LLC. is a family owned and operated pipe rehabilitation company. We believe that growth is not just about increasing numbers but also about creating opportunities. Over the past few years, we’ve expanded our reach, innovated our processes, and welcomed top talent, all while staying true to our core values.

As a growing company, we are excited to continue this journey and are looking for passionate, driven individuals to help us shape the future. Our growth means more opportunities for career development, new challenges to tackle, and the chance to be part of a dynamic, forward thinking team.

We are looking to hire someone that has a background in Customer Service & Management. An individual that thrives on building relationships over the phone, helping find solutions to customer problems, and has strong organizational, time management, and leadership skills is a great candidate for this position. If you’re ready to grow with us and make an impact, we’d love to hear from you.

Responsibilities:

You will be in charge of answering inbound phone calls, managing leads, coordinating schedules, following up with customers to ensure customer satisfaction, and ensuring the process from lead to project completion is successful. To succeed in this position you will help assist customers with an empathetic and solution oriented mindset. This position works closely with the Project Support Manager and is an integral part of the company’s success; oftentimes being the first point of contact for our customer’s.

  • Respond promptly to customer inquiries.

  • Maintain a positive, empathetic, and professional attitude toward customers at all times.

  • Communicate with customers through various channels (email, text, phone).

  • Acknowledge and resolve customer complaints.

  • Know our products/services inside and out so that you can answer questions.

  • Keep records of customer interactions, transactions, and comments on our CRM software.

  • Communicate and coordinate with colleagues.

  • Ensure company processes are adhered to.

  • Provide feedback on the efficiency of the customer service process.

  • Update and maintain the accuracy of company files.

  • Train Customer Success Associates & lead the department to achieve company goals.

Qualifications:

  • Key traits: friendly, positive demeanor, optimistic, solution oriented, empathetic, organized, and attention to detail

  • Able to work independently and as an active member of a team

  • Be comfortable interacting with customers over the phone

  • Punctual

  • Team-oriented

  • Coach-able & Trainable

  • Excellent work ethic

  • Ability to multitask on multiple computer screens while on the phone

  • Experience as a CSR for a service company is a requirement

  • Google Drive experience

  • Strong written and verbal communication

  • Experience with Service Titan or a similar CRM software is a plus

  • College degree is a plus but not a requirement

What We Offer:

  • Advancement opportunities to grow within the company

  • Leaders in Technology

  • Training & Education in our field of work

  • Certification courses

  • Health, Vision, and Dental Benefits at no cost to the employee

  • Paid Holidays, Vacations and PTO

  • Company Outings - Past outings have included trips out of town, TopGolf, Comedy Shows, Go-Kart Racing, Bowling Nights, Boat Days, and Paintball. See our Facebook page for pictures