Customer Success & Retention Specialist

Job Description

Job Description

Customer Success & Retention Specialist

– Join Our Award-Winning Team!
Location: 58 Hospital Street Carbondale, PA

At T.E. Spall & Son, we proudly serve our community and our success comes from putting people first. We’re looking for a Customer Success and Retention Specialist to join our team. In this role, you’ll be the first point of contact for our customers across digital channels, ensuring they receive the top-notch service we’re known for.

Why You’ll Love Working Here

We believe great work deserves great rewards. When you join T.E. Spall & Son, you’ll enjoy:

• Pay Range: $17 - $19- per hour + monthly bonus potential
• Weekly Pay On Friday
• Comprehensive Benefits Package – Medical (3 plans to choose from), Dental, Vision, HSA with company contribution, $25,000 Life & AD&D, Long- and Short-Term Disability, plus options for additional voluntary life insurance up to $300,000.
• Financial Security – 401K with company match to help build your future.
• Work-Life Balance – Generous paid time off and paid holidays.
• Perks & Discounts – Employee discounts on all our services, plus an Employee Referral Program.
• Professional Growth – Ongoing training, development, and a supportive team culture.
• Award-Winning Team – Be part of a company recognized for outstanding customer service and community commitment.

What You’ll Do

• Monitor and triage incoming customer requests from email, website forms, and digital platforms.
• Respond promptly and professionally to inquiries from the digital agent or escalated call center concerns, providing information or directing requests to the right team.
• Drive and champion customer retention efforts with outreach to schedule priority calls and maintenance visits.
• Manage online appointment scheduling through digital tools and CRM systems.
• Document and track all customer interactions in the CRM for accuracy and follow-up.
• Collaborate with internal teams to resolve customer issues and ensure seamless service delivery.
• Look for opportunities to improve customer satisfaction and streamline digital processes.

What We’re Looking For

• High school diploma or equivalent; some college a preferred.
• Excellent written and verbal communication skills.
• Strong organizational and time management abilities.
• Comfortable handling a high volume of customer emails, chats and messages.
• Tech-savvy with CRM systems (ServiceTitan experience preferred).
• A customer-first attitude with a friendly, professional approach.
• Ability to work independently and as part of a collaborative team.

Schedule

This is a full-time, in-office position in Carbondale, PA.

Availability will need to be flexible to allow for fluctuations in customer demand due to seasonality.

If you're looking for a rewarding career where what you do matters, Apply Today!