Customer Success Representative

Job Description

Job Description

Guardian Access is seeking a customer-focused Customer Success Representative to serve as the bridge between our customers and project teams. In this role, you will ensure high-quality customer interactions, set service standards that exceed expectations, and resolve customer concerns efficiently. You will support service delivery and administration and act as a central information source for customers and internal teams. The ideal candidate is organized, dependable, and genuinely motivated to help people. You balance the customer’s needs with the company’s capabilities, communicate clearly across channels, and bring an ownership mindset to everything within your scope of responsibility. This is an on-site, in-person position located in our Nashville, TN Office.

ESSENTIAL JOB FUNCTIONS:

• Serve as the primary resource and contact for customers, ensuring timely, effective resolution while offering solutions that balance customer needs with company capabilities
• Act as our customers’ best service provider at all times, ensuring Guardian Access is the customer’s first choice for service
• Represent a strong, professional image to internal and external customers, vendors, and employees
• Monitor and evaluate customer interactions to ensure adherence to company standards and customer service best practices
• Improve the customer service experience, create engaged customers, and facilitate organic growth
• Schedule and follow up on all monthly maintenance customer accounts
• Facilitate resolution of customer invoicing, billing, and quote inquiries
• Update service ticket status and projects with customers regularly for any ongoing issues; assist with service ticket and project closeout documentation
• Administer service ticket setup in the CRM application, keeping client information current as changes are identified
• Provide service quotes to customers with the assistance of the Service Manager
• Prepare purchase orders for service ticket materials and coordinate orders with the purchasing department; enter purchase orders into CRM application for tracking, send to vendors, and follow up on outstanding orders
• Prepare service ticket invoices daily and work with the Service Manager and Accounts Receivable team on the analysis and tracking of client invoices
• Work with multiple Project Managers to ensure project delivery meets client expectations and projects are completed on time and within budget
• Track project submittals from client approval through permit submission and internal tracking
• Use the CRM application to monitor budget, actual project cost, and cost commitments
• Work with the Warehouse and Service to actively track material orders and delivery dates and reconcile service stock material in the warehouse
• Provide administrative overflow support as needed
• Meet customer service KPIs and metrics, including installation and service region targets
• Track key customer service metrics such as customer satisfaction, call resolution time, and call volume to identify areas for improvement
• Develop and prepare regular and ad hoc reports, metrics, and special project requests
• Collaborate with other departments, including sales, marketing, and product development, to ensure a seamless customer experience.
• Maintain regular and punctual attendance and provide appropriate scheduling flexibility
• Adhere to all safety guidelines and policies
• Perform other job-related duties as assigned

QUALIFICATIONS:

• 2+ years of experience in Customer Service with a focus on operations and service industries
• Experience in managing customer service team and enforcing call quota metrics
• Proficiency with ERP, CSM, and service dispatching software including Sage 100 Contractor
• Strong leadership and team management abilities including ability to quickly resolve problems without disruption in service provided to customers
• Proficiency in documenting processes, creating SOPs, and keeping up with industry trends
• Excellent interpersonal communication skills including verbal, written, and presentation skills
• Demonstrates a high level of organization and reliability, ensuring tasks are completed accurately and prior to deadlines
• Exhibits strong multi-step thinking abilities, effectively analyzing, and solving complex problems
• Manages time efficiently, prioritizing tasks to meet deadlines and maintain productivity
• Customer-centric approach with a focus on delivering exceptional service
• Maintains a service-oriented approach, consistently delivering high-quality support to internal and external customers
• Possesses strong communication skills, facilitating clear and effective exchanges of information
• Upholds discretion and confidentiality, handling sensitive information with the utmost care
• Works effectively as part of a team, contributing to a collaborative and supportive work environment
• As a condition of employment, employer will conduct a background check and drug screen prior to hire
• Valid Driver’s License with a clean driving record
• Ability to understand, speak, and write English
• High School Diploma or GED required
• Reside within the Nashville, TN region

GUARDIAN ACCESS SOLUTIONS WILL NOT SPONSOR APPLICANTS FOR WORK VISAS FOR THIS ROLE.

This job description is not intended to be a comprehensive list of duties or standards of the position. Additional tasks may be assigned and the scope of the job may change as necessitated by business demands. Applicants are advised that false statements or omission of information on any application materials may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed. Guardian Access Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.