Customer Success Specialist at LONG Building Technologies in Renton, Washington

Job Description:

LONG Building Technologies

LONG Building Technologies, Inc. is an Equal Opportunity Employer.

Position Purpose The Customer Success Specialist is the main point of contact for customers in Washington, ensuring smooth communication, efficient scheduling, and exceptional service for our Security Solutions and Building Automation departments. This role involves handling customer inquiries, coordinating technician schedules, managing contract maintenance, and processing part orders, all while delivering outstanding support to both internal teams and customers. Pay range: $35 - $49 per hr. plus potential profit share. Benefits Medical, Dental and Vision Insurance, Voluntary Life Insurance, Voluntary Accident and Critical Care Insurance, Basic Life, Short-Term and Long-Term Disability, Employee Assistance Program (EAP), 401(k) with Employer Matching contributions, Profit Sharing/Bonus/ Commission Program as applicable, Paid Time Off, Paid Community Service Day, 8 Paid holidays, Tuition Reimbursement, Pet Insurance, Legal and IDShield are offered to eligible employees. Essential Duties and Responsibilities To perform this job successfully, you must be able to perform each essential duty satisfactorily. Other duties or tasks assigned as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The essential functions of this position include but are not limited to:

• Answer all incoming calls for the Washington Region. Determine customer needs and either resolve their request or route them to the appropriate team member.
• The management of all Service Work Orders from creation to invoicing.
• Assist with service operations for the Security Solutions and Building Automation business units in Washington by managing the PNW inbox, responding to customer correspondence, and scheduling service requests.
• Serve as the primary contact for customer service-related issues, ensuring timely and effective resolution.
• Support operations by processing part orders, ensuring prevailing wage compliance, handling warranty calls, and completing invoicing tasks
• Coordinate technician schedules for service requests, as well as manage sick days, PTO, and other scheduling needs.
• Manage maintenance contracts for Security Solutions and Building Automation, by creating agreements, processing renewals, scheduling services, and maintaining accurate invoicing.
• Handle all drop-ship part orders, including creating material sales, ordering from vendors, processing warehouse stock shipments, and invoicing orders.
• Assist account executives by addressing customer needs and supporting operational activities.
• Provide support to teams and new employees by answering system-related questions, training, and assisting with general needs.
• Act as a liaison with the accounting team to address and resolve customer invoice issues and other related matters.
• Other duties as assigned.

Qualifications

• 4+ years of experience in customer service, scheduling, or administrative support experience equivalent combination of education and experience.
• Proven ability to manage multiple tasks simultaneously in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail.
• Excellent customer service skills, with the ability to maintain professionalism and a positive attitude under pressure.
• Effective communication skills, both verbal and written, for engaging with customers and internal teams.
• Proficiency in Microsoft Office Suite and Teams; experience with scheduling or CRM software
• Self-motivated, adaptable, and capable of prioritizing work effectively to meet deadlines.

Preferred Qualifications

• Knowledge of LONG’s operations, procedures, and infrastructure relating to Security Solutions and Building Automation.
• No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Physical Requirements

• This position may require lifting to 50 lbs. from floor to countertop and countertop to floor.

Environment

• Inside office environment

Competencies To perform this position successfully, an individual must display the following qualities.

• LONG expects its employees to understand and meet customer needs, collaborate effectively with colleagues, manage potential hazards and risks, and engage with and contribute to the community. These values are part of our core values used as performance metrics and are integral to company culture.

LONG Building Technologies, Inc. is a leading provider of HVAC equipment and contracting services, serving commercial clients. With a strong commitment to quality and customer satisfaction, we pride ourselves on delivering innovative solutions and exceptional service. Our company operates in an environment where unions play a significant role, ensuring fair labor practices and adherence to industry standards. At LONG Building Technologies, we don’t just accept differences - we celebrate it, and we thrive on it for the benefit of our co-workers, our customers, and our company. We are proud to be an equal opportunity employer and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.



Equal employment opportunity, including veterans and individuals with disabilities.

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