Customer Success Representative

Position Summary

The Customer Success Representative at WCCTV serves as the primary point of contact for customers, delivering exceptional service and technical support while fostering long-term relationships. This role is responsible for onboarding customers, resolving service and product issues, providing training, and maximizing the value of WCCTV’s products and services. The position plays a key role in ensuring high customer satisfaction, retention, and identifying opportunities to support business growth.

Why WCCTV?

WCCTV offers the opportunity to work in a fast-growing, dynamic environment where customer success is central to business performance. This role provides hands-on experience across customer support, onboarding, and product training, along with exposure to cross-functional collaboration with Sales and Operations. Employees are empowered to build meaningful client relationships while contributing to innovative security solutions and organizational growth.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email, resolving service and technical issues
• Provide first- and second-level technical support, including analytics setup and troubleshooting
• Escalate complex issues to technical teams following initial diagnosis
• Conduct customer onboarding sessions, including product setup, service confirmation, and process explanation
• Maintain accurate records of all customer interactions in the ticketing system
• Perform pre- and post-installation follow-ups to ensure quality and customer satisfaction
• Deliver remote and on-site customer training and identify additional sales opportunities
• Support partnership accounts and assist with remote installations
• Manage RMA and product return processes, including repair coordination and customer communication
• Collaborate with Sales and Operations teams to ensure customer expectations are met

Qualifications

• High school diploma or equivalent required; Associate degree in Business or related field preferred
• 3–5 years of B2B customer service or technical support experience required
• Experience with customer onboarding and product training preferred
• Proficiency with CRM and help desk ticketing systems required
• Intermediate skills in Microsoft Office and email systems
• Strong verbal and written communication skills
• Excellent interpersonal and customer relationship-building skills
• Proven problem-solving and analytical abilities
• Strong organization, time management, and multitasking skills
• High attention to detail with strong follow-through

Core Competencies

• Customer Focus
• Communication & Relationship Building
• Problem Solving & Technical Aptitude
• Time Management & Organization
• Adaptability & Initiative

Equal Employment Opportunity

WCCTV is an equal opportunity employer and is committed to fostering a workplace that values professionalism, respect, and inclusion. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any status protected by applicable federal, state, or local law.

Work Environment and Physical Requirements

This position operates primarily in a professional office environment and may require occasional travel to company locations. The role requires the ability to remain seated for extended periods and to occasionally lift and move items weighing up to 25 pounds. This position may also perform other duties as assigned to support departmental and organizational needs.