What are the responsibilities and job description for the Customer Success Associate position at CPI Service?
Customer Success Associate Position Overview
The Customer Success Associate is the first point of contact for our clients and plays a key role in delivering an exceptional customer experience. From the initial phone call to the final invoice and follow-up, this role ensures every customer feels valued and supported. The Customer Success Associate works closely with dispatchers, technicians, and the operations team to ensure seamless communication, accurate job documentation, and a positive overall service journey.
Key ResponsibilitiesCustomer Intake & Support
- Answer customer inquiries and intake new service requests with professionalism and empathy.
- Enter customer data and job details into the CPI Service dispatch system.
- Provide accurate information on services, timelines, and next steps.
Scheduling & Coordination
- Assist in scheduling and coordinating service appointments with customers and technicians.
- Support dispatch in optimizing technician routes and availability.
- Communicate updates and follow-ups with customers in a timely manner.
Project & Data Management
- Assist technicians with data entry, ensuring project scope is documented correctly.
- Confirm accuracy of invoices and billing details before finalizing.
- Maintain accurate records of interactions, services, and resolutions.
Customer Success & Relationship Building
- Develop and maintain a strong understanding of CPI’s plumbing and HVAC services.
- Answer customer questions, recommend solutions, and resolve concerns.
- Support continuous improvement by identifying ways to enhance the customer experience.
Qualifications
- 2–4 years of experience in customer service, customer success, or dispatching preferred.
- High School Diploma required; Associate’s, Bachelor’s, or certification in business/customer service a plus.
- Prior experience in plumbing, HVAC, construction, or service dispatch is a plus.
- Strong communication skills (oral and written); bilingual abilities are a plus.
- Proficient with computers and able to maintain accurate records.
- Experience with QuickBooks, CRM, or accounting/dispatch software preferred but not required.
- Strong multitasking, time management, and project coordination skills.
- Must be able to pass a background check and drug test.
- Team-oriented, adaptable, and willing to step outside comfort zones.
- Curious, teachable attitude with a drive for daily improvement.
Compensation & Benefits
- Competitive hourly pay or salary based on experience.
- Health, dental, and vision benefits.
- 401(k) retirement plan.
- Paid time off and holidays.
- Career growth opportunities in customer success, operations, or management.
Pay: $22.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $22 - $30