Job Brief: The Customer Success Specialist is the keystone of our customer communication strategy, overseeing phone, text, and web chat channels. This role handles all general inquiries, ensuring timely responses from all locations, and maintaining a high standard of customer satisfaction. As the Customer Success Specialist, you will also build relationships with our top customers, facilitate follow-up communication, and drive customer retention and engagement.

Essential Job Functions: The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Duties/Responsibilities

· Customer Communication Management

o Serve as the primary point of contact for all general inquiry phone calls, text messages, and web chat messages.

o Answer questions about products, availability, and services across multiple channels.

o Act as a backup for location-specific inquiries by ensuring messages and calls are responded to promptly.

· Phone System Oversight

o Manage and oversee the company’s phone system to ensure calls are answered or returned promptly.

o Track and monitor incoming calls and response times, coordinating with individual locations.

o Implement procedures to minimize missed calls.

· Customer Satisfaction and Follow-up

o Conduct outreach to top customers to confirm satisfaction and gather feedback.

o Send review invitations and engage customers in post-purchase follow-up.

o Develop a system for tracking and responding to customer feedback.

· Reporting and Tracking

o Track response times, missed calls, and interactions to create reports on communication effectiveness.

o Provide insights to improve processes and ensure customer satisfaction.

· Build strong relationships with sales, showroom, and location teams.

· Continuously evaluate and improve processes to enhance customer experience.

· Perform other duties as assigned

Required Knowledge/Skills/Abilities

· Bilingual in English and Spanish

· Strong communication skills to engage customers professionally.

· Organizational skills to manage inquiries and oversee follow-up.

· Proficiency with communication tools (phone systems, web chat, text messaging).

· Problem-solving skills to address customer concerns.

· Customer-focused mindset with a dedication to building relationships.

· Knowledge of plumbing supply and showroom industry is preferred

Education and Experience:

· Two years’ experience in customer service, customer success, or similar roles; experience with phone systems is a plus.

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer.

· Must be able to lift 15 pounds at times.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

401(k)
401(k) 6% Match
401(k) matching
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance

Compensation Package:

Profit sharing
Yearly bonus

Schedule:

8 hour shift
Monday to Friday

People with a criminal record are encouraged to apply

Experience:

Customer service: 2 years (Preferred)

Ability to Commute:

Dallas, TX 75247 (Preferred)

Ability to Relocate:

Dallas, TX 75247: Relocate before starting work (Required)

Work Location: In person

Apex Supply Company

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Customer Success Specialist w/Plumbing Experience