Customer Success Representative

Job Summary

The Customer Service Representative (CSR) provides administrative support for assigned accounts by entering data, maintaining accurate records, updating service-related information in internal and customer systems, preparing quotes and NTE increase requests, and assisting with routine follow-up tasks. This role focuses on documentation, status tracking, quote preparation, record maintenance, and process support to help ensure information is accurate, complete, and up to date.

Essential Duties and Responsibilities

• Enter and update service-related information in internal systems and customer platforms.
• Maintain accurate records, notes, and account documentation.
• Review dispatches and work orders for completeness and accuracy.
• Update statuses, required fields, and supporting information in accordance with company procedures.
• Track open items and follow up internally on aged statuses as directed.
• Maintain customer work order systems, portals, and tracking tools as assigned.
• Prepare customer quotes based on approved scope, customer requirements, and internal guidelines.
• Submit quotes to customers or customer platforms as assigned and track approval status.
• Prepare and process NTE increase requests in customer systems and internal platforms as required.
• Monitor quote and NTE statuses and follow up on pending items in accordance with company procedures.
• Enter refrigerant tracking information and other required compliance-related records.
• Prepare routine reports, KPI trackers, scorecards, and status updates as assigned.
• Maintain customer playbooks, onboarding materials, and account-specific procedures.
• Process standard account-related updates and administrative requests.
• Assist internal teams by documenting updates and helping keep account records current.
• Identify missing information, incomplete records, or outdated items and bring them to the appropriate team's attention.
• Support compliance with customer-specific documentation requirements and internal data standards.
• Perform other administrative and recordkeeping duties as assigned.

Internal Interactions

The Customer Service Representative works with internal teams including Customer Success, Service Managers, Branch teams, Dispatch, Procurement, and other departments to help maintain accurate records, support account administration, and assist with timely follow-up on service-related items.

Skills, Education, and Competencies

• Strong data entry and recordkeeping skills.
• High attention to detail and accuracy.
• Strong organizational and time management skills.
• Ability to follow established procedures and documentation standards.
• Strong written and verbal communication skills.
• Basic problem-solving and follow-up skills.
• Ability to manage multiple routine tasks in a fast-paced environment.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook.
• High school diploma or equivalent required.
• Clerical, administrative, customer service, or account support experience preferred.
• General office equipment knowledge.

Physical Requirements and Working Conditions

Work is performed in a normal office environment or during customer and job-site visits. Specific vision abilities required by this job include close vision due to computer work. Light to moderate lifting may be required.

Equal Employment Opportunity

Climate Pros is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of legally protected characteristics under applicable law.