Customer Success Coordinator

Long Home, a leader in the home improvement industry since 1945 has an immediate opening for a Customer Success Coordinator to join our amazing team.

As a Customer Success Coordinator, you will deliver the highest quality service to all Long Home Product customers. You will support the Operations team by handling inbound calls and providing excellent customer support. The Customer Success Coordinator is focused on onboarding new sales by netting jobs, requesting permits, HOA approval, measurements, and welcoming new customers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Maintain an environment that embodies the company’s Mission, Vision, and Values.

Acts as a liaison between the company and its customers. Builds, maintains, and improves relationships with customers through regular communication.

Deliver prompt, reliable service to our customers. Answer and respond to all incoming calls/emails professionally and on time to ensure customer satisfaction.

Ensure all customers are asked for 5-star reviews on each call and encourage customers to complete Guild Quality and Google reviews about their experience with us.

Answering customer questions on products and services.

Coordinate with other departments on client-related matters.

Process agreements/contracts and prepare jobs for Net status.

Netting cleared jobs to generate new sales in the CRM.

Conduct welcome calls to establish a relationship with customers and set expectations.

Request and receive permits from outside Permit companies promptly.

Communicate with customers to obtain HOA approval.

Send an email to customers to confirm Agreement specs.

Schedule measurements by sending agreements, hover, and drawings to a technician.

Deescalate disgruntled/unhappy customers.

Inform the Customer Success Manager of customer complaints and escalate serious issues to management

for prompt resolution.

Keep a record of all conversations in the CRM.

Send letters to customers we cannot reach via phone or email 30 days post-sale.

Meets productivity and quality standards to reach individual and organizational goals.

Act as backup to guarantee follow-up calls are made.

Perform other related duties as assigned by management.

Education/Experience:

High school diploma/GED

Minimum of 2 years of customer service experience

Minimum of 2 years of data entry experience