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

Customer Success Specialist (PM Shift)

About This Role