Customer Success Specialist
Mission Statement- Provide exceptional customer service through effective and professional communication, support the Sales Team, and ensure customer requests, questions, feedback, complaints, and service concerns are handled promptly, accurately, and in adherence to Katsam Property Services standards. The Customer Success Assistant will help confirm services are being completed, ensure clients are receiving quality service, and assist in strengthening the relationship between Katsam Property Services and its customers.
The Purpose of the Customer Success Assistant- Maintain and improve on the relationships we have with our existing customer base, while also supporting the Sales Team in creating consistent and professional customer experience. With a forward-motion mindset, this position will serve as a primary point of contact for customer requests, service questions,
service adjustments, renewals, upsell and cross-sell opportunities, and problem resolution. This role will help ensure customer expectations are understood, communicated, documented, and carried out by the appropriate departments.
Customer Success Assistant Duties (including, but not limited to):
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Promptly respond to customer communication, requests, questions, and concerns
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Work directly with the Sales Team to support customer communication, follow-up, and service related needs
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Confirm whether services have been completed and communicate service updates to customers in a timely manner
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Respond to customer feedback, complaints, and service concerns with professionalism and a solution-oriented approach
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Assist with upsells, cross-sells, service adjustments, one-off scheduling requests, call-ins, and applicable renewals
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Enter and maintain accurate customer, service, scheduling, and communication information within company systems

Maintaining Customer Relationships:
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Prompt replies to customer email/communication, including urgent customer requests when needed
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Consistent communication with customers regarding service updates, completion confirmations, scheduling changes, and resolution timelines
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Address customer feedback, complaints, and concerns promptly and proactively
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Confirm services performed when requested and communicate any related findings, updates, or next steps to the customer
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Communicate service adjustments and customer expectations clearly to the appropriate internal departments
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Identify upsell and cross-sell opportunities that may improve the customer experience or better meet the customer’s needs
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Reiterate the company’s commitment to customer satisfaction when communicating with customers 8. Emphasize the role of every department and maintain a positive customer relationship

Sales Team and Internal Coordination:
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Work directly with the Sales Team to provide customer support, follow-up, service information, and communication assistance
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Assist with customer renewals, recurring service questions, and customer follow-up as directed by the Sales Team or management
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Communicate customer needs, service concerns, missed expectations, and approved service adjustments to the appropriate department in a clear and timely manner
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Assist with one-off schedule requests, call-ins, special service needs, and customer requested changes while keeping the Sales Team informed as needed
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Coordinate with Operations and field teams to help ensure services are being carried out according to the scope of work, customer expectations, and Katsam Property Services standards

Customer Problem Resolution and Service Quality:
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Listen to customer concerns, gather all relevant details, and determine the appropriate next step for resolution
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Document complaints, service issues, customer feedback, and agreed-upon resolutions accurately within company systems
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Follow up with customers after issues, complaints, or service concerns to ensure the customer feels heard and the resolution has been completed
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Escalate recurring issues, high-priority concerns, or unresolved customer problems to the appropriate manager or department
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Help ensure clients are receiving quality services and that the services promised are being carried out in a professional and timely manner

Data Entry and Reporting:

Enter customer requests, notes, service updates, schedule changes, feedback, and follow-up items in a timely manner
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Maintain accurate customer records, including service history, communication history, renewal information, and special instructions
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Track customer complaints, service adjustments, upselling/cross-selling opportunities, and customer follow-up items as directed
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Provide updates to management and the Sales Team regarding recurring customer concerns, service trends, and customer satisfaction opportunities
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Come prepared to internal meetings with accurate updates regarding customer requests, unresolved issues, completed follow-ups, and service-related needs