Customer Success & Retention Specialist — In-Office

Yourairexperts; Chester (Delaware County); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Weekly pay

Medical insurance with three plan opts

Dental and vision coverage

HSA with company contribution

Company-paid life and AD&D insurance

Disability coverage

Voluntary life insurance up to $300,0

401(k) with company match

Paid time off and holidays

Employee discounts

Employee referral program

Training and skill development

Job summary

Signature HVAC and Plumbing in West Chester, PA is seeking a Customer Success and Retention Specialist to monitor and respond to customer requests, coordinate follow-ups, support retention efforts, and work with teams to deliver a seamless customer experience.

Ideal candidates are organized, tech-savvy communicators who can handle a high volume of emails and chats, use CRM tools, and contribute to a patient, professional customer-first approach.

Qualifications

• Strong written and verbal communication skills required.
• Organized, dependable, and able to manage multiple requests and priorities.
• Comfortable handling a high volume of emails, chats, and digital inquiries.
• Experience with CRM systems; ServiceTitan experience is a plus.
• Customer-first mindset and professional, approachable communication.

Responsibilities

• Monitor and respond to customer requests through email, website forms, digital agents, and other online channels.
• Help address escalated customer concerns and direct requests to the right team.
• Coordinate customer outreach, including priority service calls and maintenance visits.
• Manage online appointment scheduling and customer requests through digital tools and CRM systems.
• Keep customer records and follow-up details accurate in ServiceTitan.
• Work with internal teams to resolve customer concerns and deliver a seamless experience.
• Identify opportunities to improve the customer experience and strengthen retention.

Skills

Communication skills

Organizational skills

Customer service mindset

Independent worker

Multitasking

Written communication

Education

High school diploma or equivalent

Some college is a plus

Tools

CRM systems

ServiceTitan

Job description

Signature HVAC and Plumbing in West Chester, PA is seeking a Customer Success and Retention Specialist to monitor and respond to customer requests, coordinate follow-ups, support retention efforts, and work with teams to deliver a seamless customer experience.

Ideal candidates are organized, tech-savvy communicators who can handle a high volume of emails and chats, use CRM tools, and contribute to a patient, professional customer-first approach.