Customer Success Team Lead

Roto-Rooter; Cincinnati (OH); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation

Paid training

Life insurance

Matching 401K retirement plan

Tuition reimbursement

Profit sharing

Paid garage parking

Job summary

Roto-Rooter Services Company in Cincinnati is seeking a Commercial Escalation Team Lead within the National Sales Department. This on-site role runs 9:30 AM to 6:00 PM Monday through Friday with an additional monthly remote on-call weekend shift.

The position is based at the Home Office in Downtown Cincinnati and includes paid garage parking. The team lead will coordinate CMMS workflows, manage customer relationships, and drive timely work orders while supporting service technicians, branches,

Qualifications

• Must have excellent computer software skills.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities with attention to deadlines.
• Analytical mindset and problem-solving skills.
• Salesforce experience preferred.
• CMMS experience preferred.

Responsibilities

• Liaison with customers CMMS platforms for day-to-day operations and issue resolution.
• Maintain customer relationships through regular contact by phone, email, and face-to-face meetings (occasional travel).
• Keep all work orders current and ensure timely follow-up and completion.
• Assist service technicians, branches, and call centers with CMMS processes.
• Coordinate quote submission, approval, and completion of work orders.
• Communicate with all parties to ensure complete customer satisfaction.
• Provide reporting to the National Sales department as required.
• On-call rotation schedule (1 weeknight and every 5th weekend).

Skills

Communication

Time management

Organizational skills

Analytical skills

Computer skills

Salesforce

Tools

CMMS

Salesforce

Job description

Overview

Customer Success Team Lead

Roto-Rooter Services Company has an excellent opportunity available in the National Sales Department for a Commercial Escalation Team Lead. The on-site shift hours would be 9:30AM to 6:00PM Monday through Friday with an additional monthly remote on-call weekend shift. This position is located at the Home Office of Roto-Rooter in Downtown Cincinnati and includes paid garage parking. The hourly pay range for this position is between $24.00-$26.00, depending on experience. You will also be eligible for company performance based bonus if applicable.

Responsibilities

As the Commercial Escalation Team Lead, your role will include:

• Liaison with assigned customers Computerized Maintenance Management System (CMMS) platforms for day-to-day operations and issue resolution
• Maintain customer relationship (internal and external) through regular contact via phone, email and face-to-face meetings (requiring occasional travel)
• Maintain all work orders with current status and ensure timely follow-up and completion
• Assist service technicians/branches/call centers with CMMS processes
• Coordinate quote submission, approval and completion of the work order
• Communicate with all parties to ensure complete customer satisfaction on all problems / issues / opportunities
• Provide reporting as required to National Sales department
• 'On-call' rotation schedule (1 weeknight and every 5th weekend)

Requirements

To succeed in this position:

• Must have excellent computer software skills
• Excellent verbal/written communication skills- primarily phone communication
• Strong organizational, time management and analytical skills with attention to detail and deadlines
• Strong dedication to providing a positive customer experience
• Salesforce experience preferred
• Computerized Maintenance Management System (CMMS) experience preferred

Benefits

At Roto-Rooter we believe that investing in our employees is the best investment we can make. We also care about the health and welfare of our employees and their families. That's why we are proud of our extensive employee benefit package including:

• Medical insurance with a Prescription Drug Card
• Accident and Critical Illness Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Training
• Life Insurance
• Matching 401K Retirement Savings Plan
• Tuition Reimbursement
• Profit Sharing
• Paid Garage Parking

Roto-Rooter offers excellent career paths for military veterans and personnel who are planning to transition into new civilian professions. Throughout our 86 years in business, we've learned that service training, and the military structure veterans are used to, are a good fit at our company.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender, age, national origin, veteran status, military status, disability, gender identity, sexual orientation, genetic information, or any other characteristic protected by law.