Customer Success Team Lead

Roto-Rooter Plumbing and Drain Service; Cincinnati (OH); On-site; USD 50,000 - 54,000; Full time

Benefits offered by this job

Paid garage parking

Job summary

Roto-Rooter Services Company in Cincinnati seeks a Commercial Escalation Team Lead in the National Sales Department to oversee day-to-day operations and escalated issues. The role involves CMMS coordination, maintaining customer relationships, and leading a team to ensure timely resolution of service requests.

The position requires on-site work from 9:30 AM to 6:00 PM, Monday through Friday, with a monthly remote on-call weekend shift.

Qualifications

• 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.
• CMMS experience preferred.

Responsibilities

• Liaison with assigned customers 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 (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: 1 weeknight and every 5th weekend.

Skills

Excellent computer software skills

Excellent verbal/written communication

Strong organizational skills

Time management

Analytical skills

Tools

Salesforce

CMMS

Job description

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.

Overview

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 5 th 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.