Customer Success Specialist

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

Customer Success and Retention Specialist

Location: 1330 Enterprise Dr, West Chester, PA 19380

Pay: $20–$26 per hour | Full-Time | In-Office

At Signature HVAC and Plumbing , we've been taking care of our neighbors for more than 35 years. We believe in doing things right, treating people with respect, and building a team where what you do matters.

We're looking for a Customer Success Specialist to help make sure our customers receive the kind of service they expect from Signature. You'll be responsible for monitoring and responding to customer requests through digital channels, coordinating follow-up, supporting retention efforts, and working with our teams to make the customer experience as smooth as possible.

If you're organized, comfortable with technology, a strong communicator, and enjoy finding ways to help people, we'd like to hear from you.

What You'll Do

• Monitor and respond to customer requests through email, website forms, digital agents, and other online channels.
• Help address escalated customer concerns and make sure requests reach 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 help resolve customer concerns and deliver a seamless experience.
• Identify opportunities to improve the customer experience, strengthen retention, and make our digital processes work better.

What We're Looking For

• Strong written and verbal communication skills.
• Organized, dependable, and able to manage multiple requests and priorities.
• Comfortable handling a high volume of emails, chats, and digital customer inquiries.
• Comfortable learning and working with technology and CRM systems. ServiceTitan experience is a plus.
• A customer-first mindset and a professional, approachable communication style.
• Ability to work independently while being a reliable part of the team.
• High school diploma or equivalent; some college is a plus.

What You'll Get

We believe in taking care of the people who take care of our customers. When you join Signature, you'll receive:

• $20–$26 per hour
• Weekly pay every Friday
• Medical insurance with three plan options
• Dental and vision coverage
• HSA with company contribution
• Company-paid $25,000 life and AD&D insurance
• Short- and long-term disability coverage
• Voluntary life insurance options up to $300,000
• 401(k) with company match
• Generous paid time off and paid holidays
• Employee discounts on our services
• Employee referral program
• Training and opportunities to continue developing your skills

Schedule

This is a full-time, in-office position at our West Chester location. Flexibility is needed to help cover peak customer service hours.

If you're looking for a team where your work makes a difference, your ideas are welcome, and customer service is more than just answering a message, we'd love to hear from you.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.