Job Description

Job Title : Customer Success Specialist

Company : Power Support Partners

Location : 3290 Northside Pkwy, NW, Suite 650, Atlanta, GA 30327

About Power Support Partners:

Power Support Partners is founded on the idea that a business can sincerely improve the world. We are a group of entrepreneurs, creatives, and technologists who set out to build a team of people who sincerely believe in our values: Love People, Improving Always, Together We Win, and Executing with Excellence. Our main service is installing and maintaining standby generators for power outages, which helps people through some of the most difficult moments of their lives.

Role Summary:

The Customer Success Specialist plays a key role in ensuring long-term client satisfaction and retention by proactively supporting customers throughout their lifecycle with generator installation, maintenance, monitoring, service, and warranty needs. This role is responsible for driving a positive customer experience, ensuring timely and accurate delivery service, and advocating for the customer internally to continuously improve service and support outcomes.

Key Responsibilities:

• Customer Onboarding & Support: Guide customers through the installation process and ensure they are fully informed and supported in their generator service plans, including maintenance schedules, monitoring tools, and warranty options.
• Proactive Customer Engagement : Maintain regular contact with clients to ensure satisfaction, resolve concerns, and provide updates on services. Monitor customer accounts to anticipate needs and deliver proactive support.
• Issue Resolution : Serve as a primary point of contact for customer concerns or escalations, coordinating with internal teams to deliver timely and effective solutions.
• Relationship Management : Build strong relationships with clients by understanding their unique needs and ensuring they consistently receive value from our services.
• Cross-Functional Collaboration : Partner with operations, dispatch, and service technicians to align customer needs with service delivery, ensuring seamless communication and coordination.
• Customer Feedback & Insights : Gather and share customer feedback to inform process improvements, service enhancements, and overall experience optimization.
• Continuous Improvement : Identify opportunities to enhance the customer journey, streamline internal processes, and drive client success metrics-report insights and ideas to leadership.
• Strategic Account Support : Provide white-glove service to high-value or at-risk clients, ensuring a high-touch approach to retention and satisfaction.
• On-Call Rotation : Work in a rotating on-call every 5-6 weeks.
• In-Office with Hybrid Option : Work in office for the first 30-60 days during training, then transition into a hybrid schedule.

Qualifications:

• 1-3 years of experience in customer success, client services, or service coordination roles, ideally within technical or field-service-driven industries
• Strong interpersonal and communication skills with a proactive, empathetic approach to customer service
• Proven ability to manage multiple customer accounts and tasks simultaneously in a fast-paced environment
• Solution-oriented mindset with a track record of resolving complex customer challenges
• Comfortable working cross-functionally and influencing internal stakeholders
• Technical curiosity and ability to quickly learn generator-related service offerings and terminology
• Strong organizational skills and attention to detail
• Passion for delivering an exceptional customer experience and driving customer success

Type :

Full-Time

• Hourly- Monday through Friday, 8:30AM- 5:30PM

Benefits :

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• Comprehensive benefits package including health insurance, dental insurance, vision insurance, life insurance, 401k plan, and paid time off
• Opportunities for career growth and advancement within a rapidly growing company
• Ongoing training and professional development to enhance your skills and expertise

Join Power Support Partners and become part of a dynamic team that is passionate about delivering exceptional value to clients and driving success in the power industry! Apply now to embark on an exciting career in Customer Experience!

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