Customer Success Associate

Customer Success Associate

Job Description · Michael James Industries · Operations · Updated June 2026

Job Title

Customer Success Associate (CSA)

Employer

Michael James Industries

Department

Operations – Customer Success

Reports To

Customer Success Team Lead

FLSA Status

Non-Exempt

Compensation

Starting at $35,000 · Band: $35,000 – $65,000 (based on experience and tenure)

Effective Date

TBD upon approval

ROLE SUMMARY

The Customer Success Associate is responsible for the day-to-day operational success of all accounts within their assigned team portfolio. Working in close partnership with the Customer Success Team Lead, the CSA owns service execution — ensuring every work order is created accurately, every appointment is scheduled promptly, and every completed job moves to Ready for Invoicing within 24 hours.

This is a fast-paced, detail-oriented role that requires strong organizational skills, a high standard for accuracy, and a genuine commitment to customer satisfaction. The CSA and Team Lead operate as true partners: the Lead owns the relationship and strategy; the CSA enables delivery and execution. Neither works in isolation.

PRIMARY RESPONSIBILITIES

Service Operations & Work Order Management

• Create and manage all work orders for the assigned team portfolio; ensure accuracy in work descriptions, statuses, time entries, and purchase orders
• Ensure all completed work orders reach Ready for Invoicing status within 24 hours of service completion; rare exceptions require documented reason
• Monitor and resolve aging work orders; work orders over 30 days old should be an exception and kept to a minimum
• Manage incoming service calls: acknowledge, communicate, and clarify customer requests; create new work orders detailing the work requested so field technicians are fully informed
• Complete all work orders accurately: confirm service appointments are completed, purchase orders are received, and products consumed are accurately identified

Scheduling & Field Coordination

• Schedule on-demand and PM service appointments efficiently and promptly, optimizing field resources and matching work type to technician skill set
• Manage sourcing of materials required for work orders, including optimization of delivery to minimize field technician travel time
• Coordinate with field technicians to support first-trip resolution; track effectiveness and contribute to continuous improvement plans

Quotes, Opportunities & Billing

• Manage, create, and follow up on quotes; deliver accurate, profitable, and clearly described quotes to customers within 24–72 hours of request
• Qualify incoming service and installation inquiries (leads) and route appropriately to the Team Lead or sales team
• Field customer inquiries related to billed services; resolve billing questions to customer satisfaction
• Follow all procedures including correct statuses, timely updates, accurate service appointments and timecards, purchase orders, work orders, opportunities, quotes, and customer records in Salesforce

Customer Communication & Relationship Support

• Maintain a working knowledge of assigned customers' sites, assets, and service agreements
• Communicate proactively with customers on service status, scheduling, and follow-up; relying on email alone is not acceptable — phone communication is a requirement
• Support the Team Lead in preparing for customer conversations, QBRs, and renewal discussions by ensuring account data and work order history is accurate and current in Salesforce
• Surface customer feedback, account health signals, and service issues to the Team Lead promptly

General Expectations

• Punctuality: Show up to work on time and ready to provide exceptional customer service
• Technology Utilization: Utilize all company-provided technology including Salesforce, Dialpad, Microsoft Office Suite, and inventory and contract management systems
• Policy Adherence: Follow all company policies and procedures; support company initiatives positively
• On-Call Rotation: Participate in the after-hours on-call rotation
• Collaboration: Work closely with your Team Lead, fellow CSAs, field technicians, and other departments to find solutions and deliver exceptional service
• Learning and Coachability: Be eager to learn, ask questions, and be open to coaching and feedback
• Courtesy and Respect: Be courteous and respectful to customers, co-workers, and field technicians at all times

PERFORMANCE METRICS

• Work order to Ready for Invoicing cycle time — target: 90% of completions within 24 hours
• Aging work orders — target: fewer than 5 open WOs older than 30 days at month-end
• Quote turnaround time — target: 100% of quotes issued within 24–72 hours of request
• PM completion rate vs. scheduled plan — target: 95% on time
• Salesforce data accuracy — reviewed monthly with Team Lead
• First-trip resolution rate — tracked and reviewed quarterly

QUALIFICATIONS

• 1–3 years in service coordination, field service operations, customer service, or administrative operations; experience managing high transaction volume in a service environment preferred
• Strong organizational skills; ability to manage multiple priorities and work orders simultaneously without errors
• Proficiency in Salesforce (work order management, scheduling, case management), Microsoft Office Suite, and Dialpad or equivalent VOIP system
• Experience in HVAC, facilities management, or field services a plus
• Associate's or Bachelor's degree or equivalent professional experience

COMPETENCIES

• Customer Service — Responds promptly; meets commitments; resolves issues to customer satisfaction
• Organizational Skills — Prioritizes and plans work; manages multiple work orders simultaneously; keeps Salesforce current and accurate
• Dependability — Follows instructions; takes responsibility; completes tasks on time; communicates proactively when timelines shift
• Teamwork — Partners closely with Team Lead and fellow CSAs; puts success of the team and customer first; builds a positive team environment
• Oral Communication — Speaks clearly and professionally with customers and colleagues; defaults to phone for meaningful conversations
• Adaptability — Manages competing demands; adjusts approach to fit the situation; handles frequent change and unexpected events with composure
• Quality — Demonstrates accuracy and thoroughness; monitors own work; applies feedback to improve performance
• Problem Solving — Identifies and resolves issues in a timely manner; escalates to Team Lead when appropriate; uses sound judgment under pressure
• Ethics — Treats all people with respect; works with integrity; upholds organizational values

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Occasionally required to stand; continually required to sit
• Noise level in the work environment is usually moderate
• Occasionally required to lift and/or move up to 25 pounds

Pay: $35,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $35,000 - $65,000