Customer Success Specialist (PM Shift)

Description

The Customer Success Specialist is responsible for delivering exceptional service and coordination to clients while coordinating with vendors and internal teams to ensure seamless job execution. This role requires strong multitasking abilities, attention to detail, and the ability to navigate multiple software systems simultaneously. The ideal candidate is highly organized, solutions-oriented, and thrives in a fast-paced operations environment. The shift is Wednesday - Sunday, 2 PM - 10 PM.

Requirements

Key Responsibilities

• Serve as the primary point of contact for assigned client accounts
• Respond to client inquiries via phone, email, and internal systems in a timely manner
• Provide updates on job status, timelines, and issue resolution
• Proactively identify and resolve service concerns to ensure high client satisfaction
• Build and maintain strong, professional client relationships
• Communicate job requirements and expectations clearly to vendors
• Source, schedule, and confirm vendor availability
• Ensure vendors meet service standards and timeline expectations
• Troubleshoot and resolve vendor-related challenges in real time
• Maintain accurate vendor records and documentation
• Dispatch jobs efficiently based on priority, location, and service needs
• Monitor job progress from scheduling through completion
• Ensure all job details are accurately entered and updated in company systems
• Identify discrepancies, delays, or operational risks and escalate as needed
• Maintain daily performance metrics and KPIs
• Utilize multiple software platforms simultaneously (CRM, dispatch systems, internal tracking tools, email, etc.)
• Enter and audit job details for accuracy and completeness
• Maintain organized documentation and internal notes
• Adhere to company processes and compliance standards

Required Skills & Qualifications

• 4+ years of experience in customer service, customer success, dispatching, or operations
• Strong multitasking skills with the ability to manage multiple accounts and priorities at once
• Experience working within multiple software systems simultaneously
• Exceptional written and verbal communication skills
• High attention to detail and strong organizational skills
• Ability to work in a fast-paced, deadline-driven environment
• Strong problem-solving skills and ability to remain calm under pressure